INSIDE: Partner Roll Call Data Please a Look at Who’S Transit Information Helping Make Abounds, but How Cities Smarter

Solutions for state and local government.

SEPTEMBER 2018 PLUS: INSIDE: Partner Roll Call Data Please A look at who’s Transit information helping make abounds, but how cities smarter. it’s managed is up in the air.

FirstNet Forges Ahead States are on board, but where PRIVACY do locals stand? IN THE BALANCE CAN GOVERNMENT PROTECT CITIZEN DATA AND EMBRACE SMART TECHNOLOGIES AT THE SAME TIME?

GINGER ARMBRUSTER, CHIEF PRIVACY OFFICER, SEATTLE

VOL 31 ISSUE 6 / A PUBLICATION OF e.REPUBLIC / GOVTECH.COM

GT09_cov.indd 6 8/16/18 12:32 PM PROTECTING THE PUBLIC SECTOR FROM RANSOMWARE State and local government agencies are being held hostage by À´¿¼¶¼ÂÈÆ´·É¸ÅÆ´Å¼¸Æ´Á·ÆÂìÊ´Å¸·¸Æ¼ºÁ¸·ÇÂÆÇ¸´¿·´Ç´

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Vol 31 | Issue 6 Blue Ravine Rd, Folsom, CA 95630. Periodical Postage Paid at Folsom, CA and additional offices. POSTMASTER: Send address changes to: Send address changes to: at Folsom, CA and additional offices. POSTMASTER: Paid Postage Periodical Folsom, CA 95630. Rd, Blue Ravine NS: Subscription inquiries should be directed to Government Technology, Attn: Circulation Director, 100 Blue Ravine Rd, Folsom, CA 95630, CA 95630, Folsom, Rd, 100 Blue Ravine Attn: Circulation Director, NS: Subscription inquiries should be directed to Government Technology, FLICKR/FIRSTNET

COVER STORY 16 / In the Balance 28 / Teaming Up Can local governments protect Nonproﬁ ts and foundations privacy and increase the use of smart bolster smart city eff orts. technologies at the same time? By David Raths By Tod Newcombe 40 / Breaking 22 / Disrupting Transit with the Past Startups are producing lots of First responder networks like transit data that could help inform FirstNet will be a communications government policy — but not every- boon, but will local agencies embrace the new technology? one agrees on what should be shared. By Theo Douglas By Ben Miller

COVER IMAGE BY RICK DAHMS 916-932-1300. Government Technology (ISSN# 1043-9668) is published monthly except February, May, August, and November by e.Republic Inc, 100 and November by e.Republic August, May, February, (ISSN# 1043-9668) is published monthly except Government Technology Inc. All rights reserved. SUBSCRIPTIO Copyright 2018 by e.Republic Folsom, CA 95630. Rd, 100 Blue Ravine Government Technology, www.govtech.com // September 2018 3

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______Designer ______Creative Dir. 100 Blue Ravine Road Folsom, CA 95630 916-932-1300 ______Editorial ______Prepress www.erepublic.com CMY grey T1 T2 T3 5 25 50 75 95 100 5 25 50 75 95 100 5 25 50 75 95 100 5 25 50 75 95 100 Page # ______Other ______OK to go BLACK YELLOW MAGENTA CYAN Publisher: Alan Cox, [email protected] EDITORIAL Editor: Noelle Knell, [email protected] Managing Editor: Lauren Harrison, [email protected] Web Editor & Photographer Eyragon Eidam, [email protected] Chief Copy Editor: Miriam Jones, [email protected] Copy Editor: Kate Albrecht, [email protected] Senior Editor: Tod Newcombe, [email protected] Assistant News Editor: Ben Miller, [email protected] Staff Writers: Skip Descant, [email protected] Theo Douglas, [email protected] Zack Quaintance, [email protected] Contributing Editor: Jim McKay Contributing Writer: David Raths Editorial Assistant: Erik Hopkins, [email protected] 14 DESIGN Chief Design Offi cer: Kelly Martinelli, [email protected] Graphic Designer Pubs: Kale Mendonca, [email protected] Senior Designer Custom: Crystal Hopson, [email protected] Production Director: Stephan Widmaier, [email protected] Production Manager: [email protected] PUBLISHING SENIOR VP OF STRATEGIC ACCOUNTS: Stacy Ward-Probst, [email protected] VPs OF STRATEGIC ACCOUNTS: Kim Frame, [email protected] 58 GovGirl on Social Shelley Ballard, [email protected] DEPARTMENT SALES DIRECTORS: Humor as a tool for Melissa Sellers, [email protected] 34 / The Status of citizen engagement. Karen Hardison, [email protected] Lara Roebbelen, [email protected] Smart (Infographic) Carmen Besirevic, [email protected] Lynn Gallagher, [email protected] Facts and fi gures on smart cities Kelly Schieding, [email protected] eff orts in the U.S. ACCOUNT EXECUTIVES: Rebecca Regrut, [email protected] NEWS Kathryn Nichols, [email protected] 48 / Securing Schools Joelle Tell, [email protected] Lisa Blackie, [email protected] School districts and local law 8 govtech.com/extra BUS. DEV. MANAGER: Nick Pedersen, [email protected] enforcement are seeing the need Updates from Government INSIDE SALES: to meld security eff orts. Technology’s daily online Katrina Wheeler, [email protected] Paul Dangberg, [email protected] news service. Tracy Meisler, [email protected] Lisa Boccadoro, [email protected] Shane Prince, [email protected] COLUMNS 14 Digital Counties SALES ADMINISTRATORS: Jane Mandel, [email protected] Key takeaways from Justin Reyes, [email protected] 5 Point of View the 2018 survey. Lien Largent, [email protected] Laurie Roberts, [email protected] What is the price of privacy? Alison Del Real, [email protected] 52 Spectrum Sharon Penny, [email protected] 10 Data Points More research, more Sr. Dir. of Sales Operations: Andrea Kleinbardt, [email protected] Chief Customer Securing citizens online. science, more technology. Success Offi cer Arlene Boeger, [email protected] Content Studio Managing Editor: Jeana Bigham, [email protected] 12 Four Questions 56 CIO Central Dir. of Web Marketing: Zach Presnall, [email protected] Web Advertising Mgr.: Adam Fowler, [email protected] Montana CIO Tim Bottenfi eld on Career changes across Subscription Coord.: Eenie Yang, [email protected] moving from state agency tech-driven roles in CORPORATE to cabinet-level IT. government. CEO: Dennis McKenna, [email protected] President: Cathilea Robinett, [email protected] CAO: Lisa Harney, [email protected] 53 signal:noise CFO: Paul Harney, [email protected] Executive VP: Alan Cox, [email protected] Data-driven government must Chief Content Offi cer: Paul Taylor, [email protected] track with lived experience. Dep. Chief Content Ofc.: Steve Towns, [email protected] VP Research: Joe Morris, [email protected] Government Technology is published by e.Republic Inc. Copyright 2018 by e.Republic Inc. All rights reserved. Government Technology is a registered trademark of e.Republic Inc. Opinions expressed by writers FOLLOW are not necessarily those of the publisher or editors. US ON IN OUR NEXT ISSUE: Article submissions should be sent to the attention of the Managing Editor. Reprints of all articles in this issue and past issues are available (500 minimum). Please direct inquiries for reprints and licensing to Cyber Tech Trends Lessons from Atlanta Threshold of Awareness Wright’s Media: (877) 652-5295, [email protected]. As the cybersecurity market A look at what government Many jurisdictions are fi nding that Subscription Information: Requests for subscriptions may be directed evolves, what does it mean for can learn from the city’s dev- cybersecurity training can only get to Subscription Coordinator by phone or fax to the numbers below. government? astating ransomware attack. them so far. What’s their next step? You can also subscribe online at www.govtech.com. 100 Blue Ravine Rd. Folsom, CA 95630 Phone: (916) 932-1300 Fax: (916) 932-1470 Printed in the USA. WWW.GOVTECH.COM

4 September 2018 // www.govtech.com

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The Price of Privacy

e live our lives online. Accord- wondered if American lawmakers should and regulation, the public sector must ing to Pew Research, a grow- take similarly aggressive measures. Calls for collect a lot of personal information. That Wing percentage of Americans action got louder with recent discoveries same data is then available by extension to — 26 percent of American adults as of about just how much personal data was any number of private-sector partners. If a January 2018 — are online “almost con- being collected and sold by “free” online breach occurs, will citizens be comforted stantly.” Those numbers jump to close to services like Facebook. It didn’t take long. by fi ngers pointed at a third party? 40 percent for people 49 years of age or As mentioned in our cover story, In the Many leading jurisdictions have started younger. And of those who visit the Inter- Balance (p. 16), the California Legislature to hire chief privacy offi cers, granting them net using mobile devices, 89 percent go passed its own set of privacy protections a seat at the table alongside agency leaders online daily. It’s a reality of modern life. in June. The bill was drafted by legislators and technical staff at the outset of a project As online consumers of content, services and signed by the governor in the course to ensure the protection of citizen data is and goods, we make certain compromises of one week, a signal of its importance to adequately considered. It’s a good start. on privacy. Who we are and what we do policymakers in tech-heavy California, eager Experts strongly caution against jump- online is a valuable commodity. It’s presum- to look out for its 40 million residents. ing on new tech partnerships that hype ably worth it to hand over some contact In a July 31 webinar by law fi rm Mor- smart city benefi ts, or at least to do so with information if it gets us access to a retail rison & Foerster, attorneys Purvi G. eyes wide open. Vendor profi t often comes loyalty program, a useful traffi c tool, news Patel and Nathan D. Taylor agreed that not from the size of the contract, but rather stories we’re interested in or an amusing the importance of the California law the citizen data it allows them to collect. game to pass the time. Do I accept the terms couldn’t be overstated. “I truly believe Government, and those who contract with of service? Sure. How bad can they be? this is the most signifi cant U.S. privacy government, must be held to a higher It wasn’t that long ago that few in gov development to date,” said Taylor. standard when it comes to privacy. tech knew about the GDPR. Originally The California bill gives consumers fi ve passed in 2016, the General Data Protec- fundamental rights, as outlined by Patel tion Regulation is the set of sweeping data and Taylor: the right to know how their privacy laws for the European Union that information is being used; the right to have aim to protect consumers from having their information deleted; the right to pre- their data collected, used or sold without vent the sale of their personal information; RAISE YOUR their consent. Companies found to be out protection from retaliation for making any of compliance face heavy fi nes — heavy requests under the act; and the right to sue. VOICE enough to get the attention of private- The bill takes eff ect on Jan. 1, 2020. It’s Your opinions matter to us. Send sector consumers of data (i.e., nearly deferred eff ective date presumably off ers comments about this issue to the anyone doing business on the Internet). businesses some time to make the necessary editors at [email protected]. And while the impact of GDPR, which process changes to ensure they’re in compli- Publication is solely at the discretion took eff ect in May 2018, is thought to ance. Taken all together, it’s a heavy lift. of the editors. Government Technology be pretty minimal for state and local But what does this mean for government? reserves the right to edit submissions government agencies in the U.S., many In the course of delivering services, taxation for length.

www.govtech.com // September 2018 5

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rogressive city managers and administrators are turning is automatically forwarded to the appropriate to cloud-powered back offi ce strategies to help their systems for rapid fulfi llment, encumbrance, P local governments keep pace with change and deliver reporting and other tasks. Over time, artifi cial the advanced services citizens expect. Experts estimate intelligence (AI) helps the fi nance team determine governments spend as much as 80 percent of their IT budgets which suppliers provide the best value and how they maintaining on-premises hardware. The right investment in a can aggregate purchasing to obtain preferential terms cloud-based back offi ce solution — such as a fi nance or human and prices. resources (HR) solution — can make organizations more cost As smart city capabilities mature, the department can eff ective, effi cient and productive, but that’s only the beginning. integrate its purchasing system with sensors and other It can also improve decision-making, spur innovation and enable technologies installed on street lights, bridges and other smart city capabilities that smaller municipalities could only assets. When an asset needs to be replaced or is dream of until now. malfunctioning, it automatically requisitions new parts, Much like larger public-sector agencies and institutions, creates and routes work orders, and schedules the job. leaders in smaller cities, counties and K-12 schools must respond Workers are more productive; the city is safer; and citizens to the accelerated pace of technology and take a critical look are more satisfi ed. at the performance and cost of legacy back offi ce systems. In addition to streamlining and improving business processes, Many of their on-premises data centers have undergone a true SaaS solutions are: series of hodge-podge add-ons over the years to handle new • Fast and aff ordable – The cloud vendor provides the requirements and use cases. Keeping these systems up-to-date underlying infrastructure, so cloud-based solutions eliminate is an ongoing and time-consuming undertaking, and it’s easy the prohibitive capital and operational costs associated with to fall behind. Individual point solutions designed to fi x one deploying and maintaining in-house fi nance and HR systems. problem can potentially cause another, from ineff ective security In addition, systems can be up and running within a few measures to the inability to scale. Organizations can’t sustain months at minimal cost. the systems, much less modernize them. • Simple to use – The best vendors design intuitive systems. Line-of-business users can get the answers they need on their own. This improves productivity and decision-making, while TRUE SAAS: BUILT FROM THE GROUND UP freeing analysts and IT staff to work on higher-value tasks. • Built on best practices — Cloud fi nance and HR applications The advent of cloud computing addresses the challenges that are often architected with industry best practices in mind. have prevented smaller municipalities from embracing back Workfl ows are standardized and are modeled on input from offi ce modernization. Today, there are “cloud-native” software- subject matter experts. as-a-service (SaaS) solutions built from the ground up to • Always modern – Cloud-powered back offi ce solutions operate in the solution provider’s technical environment (see are more sustainable because the vendor continuously sidebar, “Know the Diff erence: Cloud-Native vs. Cloud-Hosted). upgrades systems to keep pace with innovation and industry Unlike point solutions from niche vendors, all components are developments. In addition, solutions can be easily scaled to integrated and communicate with each other. Scalability and accommodate growth or contraction. needed functionality are built in, so organizations can easily expand their capabilities over time. To visualize the opportunities, imagine a department of SEEKING OUT SAAS FOR FUTURE GROWTH public works with a mature, cloud-based fi nancial system. An employee at a job site can use his or her smartphone Back offi ce modernization is a basic requirement for the to order supplies from a pre-approved list of suppliers with complete digital transformation of a small city or county. pre-negotiated prices. Executives can instantly approve By migrating fi nance and HR applications to the cloud, requisitions. Conversations and notes are attached to local governments can bring effi ciency, innovation and individual transactions, providing a clear record of due smart city functionality to the workplace and the community diligence and detailed information for auditors. Once a — without the costs, complexity and built-in obsolescence of purchase order is approved, relevant information on-premises solutions.

CDG18 BRIEF Oracle MLG_GT.indd 2 6/28/18 9:39 AM

True SaaS applications, built from the ground up to take advantage of cloud, are known as “cloud-native.” They are hosted in a true cloud infrastructure and are designed to maximize the beneﬁ ts of the cloud. Features include: • Short implementation cycles, with near-instantaneous provisioning for new users • Quick upgrades, with simultaneous rollout of new features and security upgrades and patches • Seamless scalability in response to increased demand (e.g., tax ﬁ ling deadlines, elections)

In contrast, a cloud-hosted environment is simply on-premises software that is available remotely, via the cloud. Although the need for a local server or local copies is eliminated, there are some disadvantages: • Longer implementation times, including server setup, software installation and customization • Manual upgrades, speciﬁ c to each server — not all customers are upgraded simultaneously • Additional servers may be required for expansion because software is hosted on dedicated servers by the vendor • Security may be a greater challenge because there are more access points for intrusions

The following suggestions can help organizations transition to the cloud. Leverage the consultant’s change- successfully deploy a cloud-native strategy: management expertise to evangelize what’s possible, obtain • Adopt a single, complete service vs. myriad point executive and stakeholder buy-in, and arrange user training solutions – Consider what you need today, but keep an as needed. eye on tomorrow. Be sure the cloud service can enable fl exible analytics, handle complex scenarios and support deep reporting at the user level. Be sure you can opt-in GETTING STARTED to AI, chatbots and other advanced technology as your requirements evolve. 1 Start with data conversion and basic transactional • Use open standards – Many legacy systems use systems. Determine which data to move into the proprietary code that makes it diffi cult to import new system, and use this phase as an opportunity to and export data. A solution based on open standards can clean up obsolete, incomplete, improperly formatted handle any data format and allows organizations to easily or redundant data. import data from heterogeneous systems. • Ensure it’s truly cloud-native – A hosted legacy application 2 Once basic systems are in place, start embedding that is retrofi tted for the cloud does not provide the same more advanced features into business processes. features and functionality as software that is purpose-built For example, enable workers to use smartphones or for the cloud. other online tools to update their own records for payroll, • Look for an intuitive user experience – Determine how timekeeping and benefi ts management. critical metrics are exposed in dashboards, what types of reports general users can create on their own and Evaluate enhancements as they are published whether reports are well integrated with other parts of the 3 and opt in to new functionality as needed. For system. Can users pull narrative and numbers from multiple example, take advantage of AI capabilities to better systems to prepare a comprehensive annual fi nancial report understand hiring patterns and talent needs, improve (CAFR) or pull data from the CAFR on an ad hoc basis? decision-making, increase effi ciency and move toward • Use a trusted cloud – Be sure that the cloud service can more intelligent processes. meet service level agreements for availability and that it can protect confi dential data whether it is in transit or at rest. • Partner with a well-established provider that can grow with you – Look for expertise in back offi ce modernization and in working with local government. Consider the provider’s history of innovation, fi nancial stability and commitment to long-term viability. • Champion change – Partner with an IT consultant that can help maximize your IT investment and smooth the Learn more at ORACLE.COM/PUBLICSECTOR

CDG18 BRIEF Oracle MLG_GT.indd 3 6/28/18 9:40 AM

In the Fast Lane In an eff ort to make traffi c safer across the country, Data for Democracy, a volunteer group of technologists whose data-driven projects aim to improve communities, is expanding on its $ Boston-based crash management program. Called Insight Lane, the project standardizes a city’s M traffi c and crash data, generates incident predictions, and can display those ﬁ ndings visually online. While it was built speciﬁ cally for Boston, it can work for any city that has the data the The2.7 amount South Bend, Ind., plans to spend on its Technology Resource program needs to run. In addition to identifying areas at high risk for accidents, a goal with Center, which will bring together Insight Lane is to get a look at what might be causing them. Data for Democracy has discussed community members who have tools bringing the platform to cities including Louisville, Ky., and Washington, D.C., among others. to work with data.

WHO SAYS? “Every candidate has a different life story. The individuals with non-IT backgrounds can bring a lot of value into security teams.” govtech.com/quoteSeptember2018 1,800 Face Off Biz Beat The number of public and private Despite protests earlier this year from groups The Urban Innovation Fund (UIF), an vehicles that Columbus, Ohio, will link to like the American Civil Liberties Union around investment fi rm fueling startups working demonstrate how real-time monitoring the use of facial recognition technology in law in the gov tech space, among other can manage traffi c and improve safety. enforcement, Orlando, Fla., and the verticals, closed its fi rst fund at $22.5 Orlando Police Department plan to million. Run by managing partners Julie launch a second-round pilot of Amazon’s Lein and Clara Brenner, who also helm Rekognition software. The program the nonprofi t startup accelerator Tumml, uses a set of images, such as mug UIF has made 14 investments, and aims shots, and a photo of a suspect in a law to invest in 25 to 30 companies total. enforcement incident, then scans the “We’re still looking for startups that mug shots for a potential match. Orlando are changing the future of cities,” Lein offi cials explained that while the fi rst said. So far in the government arena, round of testing produced valuable the fi rm has invested in Dropcountr, results, more information was needed Voatz and Valor Water Analytics. Lein before they could recommend purchasing the and Brenner try to bring more than just technology. Other jurisdictions currently using money to their portfolio companies, The14 number of members Rekognition, like Washington County, Ore., fi nd providing their own expertise as well as in the newly formed State it has increased the speed and effi ciency with a network of people who have worked CDO Network. which police can identify subjects. with government.

MOST READ STORIES ONLINE: By Gluing Fiber to the Ground, Startup Chief Data Offi cers: Which State and Local Thinks It Can Slash Broadband Installation Governments Have a CDO? Costs for Local Government 2,116 VIEWS 9,348 VIEWS More Cities Turn to Alexa to Field Google Maps Restricts Its API, Resident Questions $ Government Collectively Shrugs 2,096 VIEWS 6,808 VIEWS Hacked Voter Records in Illinois B Digital Counties Survey 2018: Winners Priori- Soar to Half a Million 7.5The amount Microsoft paid to tize Culture, Collaboration and Automation 1,736 VIEWS acquire GitHub, the open source

SHUTTERSTOCK.COM 6,437 VIEWS code platform used by more than 150 federal, 48 state and 90 local agencies or governments.

8 September 2018 // www.govtech.com

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Site Security For your safety online, your state should implement DNSSEC if it hasn’t already (and it likely hasn’t).

he Domain Name System (DNS) security extensions, or DNSSEC. DNSSEC A few — including Kentucky, provides a critical service for is a technical standard for the Internet Massachusetts, Minnesota, New Tthe Internet. The DNS acts as that adds cryptographic signatures to Jersey, Vermont and Virginia — had an online directory, translating easy-to- DNS records to create a chain of trust, implemented it on most, but not all, remember domain names (e.g., govtech so that users can be confi dent that they of their domains. And only one state, .com) into an IP address (e.g., 52.44.42.61). have received a valid response and they Idaho, had implemented DNSSEC on Unfortunately, traditional DNS lookups are not being subjected to a man-in-the- all its domains. The vast majority of are inherently insecure. While website middle attack. This chain of trust has states have not implemented it at all. owners can mitigate these security extended all the way to the root zone, the It is not entirely clear why more state vulnerabilities, few state governments part of the DNS that contains all of the governments have not made DNSSEC a have taken the necessary steps to do so. top-level domains, since July 15, 2010. greater priority. While implementation Although Internet users routinely It has taken some time to implement can raise some technical challenges, the rely on the DNS, most are unaware of its DNSSEC. The federal government widespread adoption in federal government importance because DNS lookups run deployed the system to the .gov top- shows these hurdles can be overcome. imperceptibly in the background. After a level domain name in January 2009 and More likely, the lack of adoption refl ects user enters a website domain name in a mandated that all agencies implement the fact that DNSSEC is an investment in browser, his or her computer sends out DNSSEC on their domains by December security for users rather than government a request for the relevant record from of the same year. In September 2010, 36 agencies. Many government security a DNS server that recursively queries percent of federal agency domains had investments — network fi rewalls, two- other DNS servers until it fi nally fi nds properly implemented DNSSEC. As of factor authentication, intrusion detection one that gives an authoritative answer. last year, 90 percent of popular federal systems — focus on making the government However, the original DNS specifi cations government websites had properly itself more secure from attacks. While do not require the servers to authenticate enabled DNSSEC, and the National DNSSEC certainly benefi ts government the responses they receive or verify that Institute of Standards and Technology users too, the primary benefi ciaries they are correct. As a result, attackers tracks more than 800 federal domains are average citizens who can access can exploit these weaknesses in the DNS that have properly signed DNS records. government services more securely because system to hijack users’ However, a forthcoming study from DNSSEC validates that they are being connections and redirect the Information Technology and directed to the correct site and are not Daniel Castro is the vice president them to malicious sites that Innovation Foundation has found that caught in a man-in-the-middle attack. of the Information may steal their passwords or state governments have been much slower Given that it has been more than Technology and Innovation Foundation expose them to malware. at adopting DNSSEC. In 2010, only three two decades since security researchers (ITIF) and director of While security researchers states — Idaho, Vermont and Virginia — identifi ed vulnerabilities in the DNS, the Center for Data Innovation. Before identifi ed these security had implemented DNSSEC on at least one states have no excuse for further delaying joining ITIF, he worked weaknesses in the DNS in the of its domains. Not much has changed. implementation of DNSSEC, and they at the Government Accountability Office early 1990s, it was not until Today, only nine states have implemented should move expeditiously to implement where he audited 1997 that network engineers the standard on at least one of their it on all state government domains. IT security and management controls. created the fi rst draft of DNS primary government website domains.

10 September 2018 // www.govtech.com

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SUMMIT LOCATIONS THIS YEAR: Alabama Los Angeles New York City Arizona Louisiana (new) North Carolina Arkansas Maine Ohio California Maryland Oklahoma Chicago (new) Massachusetts Oregon Colorado Michigan Pennsylvania Connecticut Minnesota Tennessee Florida Mississippi Texas Georgia Missouri Utah ATTEND/ Illinois Nevada Virginia (COVITS) Indiana New Jersey Washington SPONSOR: Kentucky New York Wisconsin govtech.com/events

our ﬁ ngertips right now, and be able to work together to make sure that we’re doing it in a consistent fashion, that we don’t have maybe Agency A, B and C over here doing things in one way and then we’ve got another group of agencies doing it another way. We just need to keep looking at that, make sure that we’re working together and that we stay in concert with each other.

What is your top priority as CIO? It doesn’t really matter if you’re the 3Department of Revenue, if you’re the Health and Human Services agency — everybody gets the fact that security is really the No. 1 thing. We just can’t let our guard down. It’s not a sexy thing to talk about, but it has to be central to every single thing that we do. It has to be para- mount. We do the best that we possibly can. Of course, we wish we had more resources in that area, and I don’t think we’ll ever get to the point where we’re not clamoring for more resources in security. We must have a consistent approach to it. I’m very pleased to come into a situation where security is taken so seriously and we have staff working really hard on it.

What’s your approach to attracting Tim Bottenfield and retaining talent? 4Across a lot of sectors, people are CIO, Montana getting concerned about the dwindling

SHUTTERSTOCK.COM numbers of trained people, and we’re starting to see that crunch in IT. We espe- Tim Bottenfield is new to the role of state CIO as of July, but he’s no stranger to cially feel that in Montana from time to government IT, having spent the last seven years as chief information officer for Montana’s time, being a small state. A lot of times our Department of Revenue (DOR). Previous work in data-rich forestry science as well as 25 years tech experts graduate from college and spent at Alabama’s Auburn University bring a fitting background to C-level tech, and Bottenfield they’re gone. We’re dealing with a situation plans to use that experience to drive efficiency and strengthen staff connections. in Montana where unemployment is very low, so now there’s a premium on those How is your time as CIO with DOR What’s your vision for enhancing folks that are trained and it’s a dogﬁ ght serving you in your new role? the relationship between citizens to get exceptional people in the door and 1What helped for many years was that 2and the state? to hold on to them. And that’s especially in my early career at Auburn I got to wear Institutionally, I’ve got to lead the way and tough in government and state government. almost every hat imaginable in the IT world. show that the way we’re going to be able We’re all also struggling a little bit with the But I think the key thing I bring into this job to best serve the citizens is being able to cultural shift in the way younger people [from DOR] is the fact that I was able to serve the agencies. We are moving in a are thinking when they get out of college build good rapport with my agency peers. direction where we have a more consis- now. Most young people aren’t getting into And I’m coming into the position of state tent approach to presenting information an organization and thinking that they’re CIO with the perspective of having worked and interacting with the citizens. But I think going to be there for 30 years. If we can as agency CIO, and one of the main goals we’ve got a ways to go, and collaboration get somebody trained and keep them for is to be able to continue to build rapport with the agencies is where we’re going to ﬁ ve to six years, that’s kind of the shift in our with the agencies to be able to recognize be able to make strides. We’ve got to be mentality now in hiring. that they are the portal to the citizens. able to take new technologies, and those at — Theo Douglas, Staff Writer

12 September 2018 // www.govtech.com

GT09_12.indd 12 8/16/18 8:33 AM

Zal Azmi Former Executive Assistant Director and Chief Information Officer for the FBI

The only wireless communications ecosystem dedicated to the dedicated is here. Priority. Security. Reliability. Innovation. FirstNet is more than the much needed upgrade \RXUDJHQF\GHPDQGV,W·V\RXUQHWZRUN7KHRQO\HPHUJHQF\FRPPXQLFDWLRQVWRROV DQGDSSOLFDWLRQVLQVSLUHGE\ÀUVWUHVSRQGHUVH[FOXVLYHO\IRUÀUVWUHVSRQGHUV$QGLW·V DYDLODEOHULJKWQRZ*HWWKHIDFWVDWÀUVWQHWFRP

The Center for Digital Government’s* annual Digital Counties Survey considers the state of technology use across county governments in the U.S. Submissions from counties in ﬁ ve population categories are vetted and judged, and winners are selected and highlighted for their innovative system deployments, citizen-focused initiatives and tech-enabled effi ciencies. The following infographic off ers some high-level data points that benchmark the state of technology in America’s counties, and give rising jurisdictions practices to emulate. For Government Technology’s full story and interactive map summing up key eff orts in each winning county, visitwww.govtech.com/DigitalCounties2018 .

And the Help Wanted Counties identify the following as their Winners Are: greatest staffi ng needs in coming years:

Nevada Arlington County, Calif. County, Va.

Montgomery County, Md. 97% 80% 73% Cybersecurity: data Business Application Sonoma protection, compliance intelligence building, Dutchess County, Calif. auditing, mobile/ and data integration and County, N.Y. remote security analytics modernization

CIO Priorities 38% 1 Cybersecurity ofof ccountiesoouunntt report usinguussiinng ppaparticipatorya 2 Disaster Recovery/Continuity of Operations bbubudgetinguddggeettinin 3 Citizen Engagement/Experience 55% 4 IT Staffi ng of counties have Key Performance Indicators (KPIs) established, 5 Transparency/Open Data/Data Governance deﬁ ned and published

14 September 2018 // www.govtech.com

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43% 27% EARLY DAYS NOW PILOTING NOW IN USE 2016 2015 Blockchain 4% 0% Augmented/Virtual Reality 8% 6% Means of Engagement Most commonly used citizen engagement tools:

84% 85% Responsive Design/ 74% 93% Livestreaming Mobile-Enabled Citizen Surveys/ Social Media of Board Meetings Website Crowdsourcing

*The Center for Digital Government is part of e.Republic, Government Technology’s parent company.

www.govtech.com // September 2018 15

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IN BALAN

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eattle has a homeless problem and it’s getting worse. Since 2007, the city’s homeless population has risen 47 percent, according Sto the Seattle Times. Today, the city has more than 10,000 residents who don’t have permanent shelter, putting Seattle Can local and King County near the top of the list for urban concentrations of homeless- governments ness. Not surprisingly, the situation has put pressure on the city to deliver help in the form of food and shelter, along with protect privacy addiction and mental health services, while keeping an eye on crime and health and increase problems at the many encampments that have taken root in some neighborhoods. the use of smart But to do that calls for using lots of data, some of which may be personal. The city technologies wants to help its homeless population in a coordinated and eff ective way, which may also mean sharing data between agencies. at the same time? How that can be done without impacting the privacy of individuals is a balancing act, one that Chief Privacy Offi cer Ginger Armbruster ﬁ nds herself doing on a daily basis. “We need data to make sure we are meeting our goals, because we don’t have a lot of time. These people are in a crisis,” she said, regarding the urgency of the problem. Yet it takes time to ensure privacy. Seattle has a history of putting privacy at the forefront of its policies, which can N THE add complexity to a discussion on how best to deliver services to those who need them the most. “Privacy has strong support in Seattle,” said Armbruster. “It’s about collecting only the data we need, managing it, getting consent and giving users some control over its accuracy.” How Seattle balances its data needs and the growing clout of technology with privacy concerns is an issue for cities nationwide. The solutions aren’t simple, but some best practices are ANCE beginning to emerge.

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More Technology, Less Privacy? Homelessness isn’t the only issue Seattle is trying to tackle with data. The city wants to better serve its immigrant population. Then there’s the growth in smart city services, particularly around transportation. For urban areas in other parts of the country where crime is a problem, data in the form of surveillance cameras and videos is in demand from law enforcement agencies. Altogether, cities spent nearly $31 billion on IT in 2017, much of it going toward smart city eff orts, the Internet of Things, open data and civic engagement, according to the Center for Digital Government.* To manage all this data, cities increasingly rely on vendors who can host the services and store the data rather than build expensive data centers themselves. The trend has given cities opportunities to govern in new and better ways, as well as to roll out services that weren’t possible just a few years ago. Cities of all sizes can help drivers respond more quickly to traffi c congestion problems, predict where the next crime hot spot will occur, track pollution problems and give citizens the kind of engagement that builds trust.

But some of the technologies that make SHUTTERSTOCK.COM all this possible collect data that worries privacy groups. The American Civil Liber- ties Union has been particularly vocal about In another trend that worries privacy Two Game-Changing Privacy Laws the inherent privacy risks that today’s advocates, cities are allowing more third- While privacy concerns in local govern- high-tech tools can trigger. That doesn’t party fi rms to provide services, such as ment have been growing, two recent events surprise Peter Swire, who is a leading e-scooters and bikes, as well as public have thrust the issue to the forefront. In privacy and cyberlaw scholar, and currently Wi-Fi, some of which are advertised May, the European Union began enforcing a law professor at Georgia Tech University. as free, but often require a person to the privacy rule known as the General “For smart cities, a huge range of applica- download an app to their phone, which Data Protection Regulation or GDPR, tions involve personal data,” he said. can identify the person’s location or which gives EU citizens control over their Cities are increasing their dependence on capture other forms of personal informa- personally identifi able information. online services and cloud storage, which is tion, in return for use of the service. Few local governments expect a signifi - cause for concern, according to Swire, who While it may sound like a service, the cant, direct impact from GDPR, but the was the country’s fi rst chief counselor for company’s business model could have regulation has raised public (and internal privacy in the U.S. Offi ce of Management more to do with collecting informa- government) awareness about personal and Budget during President Bill Clinton’s tion about people than with the service privacy. However, GDPR does aff ect private administration. At the same time, cities itself, according to Armbruster. “Cities online service fi rms, which have had to are ramping up the number of applica- need to make principled decisions about apply much more strict privacy guide- tions that involve personal data. “You’ve the kind of data the company collects, lines to their operations than they have got license plate information, body-worn how it is handled,” she said. “It’s our in the past. “It means that companies are cameras, facial recognition technology,” responsibility to our citizens to know learning to do privacy impact assessments he said. “Cities are also proposing to what data these fi rms are collecting and and provide other protections required build applications that use sensors, which we have to make a smart decision on by GDPR,” said Swire. That’s going to can collect identifi able information.” whether to allow others to collect it.” raise expectations among citizens to

18 September 2018 // www.govtech.com

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consistent across a government at a time of rapid growth in data-driven projects. “The challenge is how to take the large amounts of information we collect for constituents and serve them better while also protecting privacy rights and following the law,” he said. Given Santa Clara County’s location in the heart of Silicon Valley, Shapiro believes the county can play a lead role in fashioning privacy policies and best practices that draw on the strengths of local high-tech fi rms, academia and government. He hopes to start a privacy center of excellence that will foster the kind of dialog that can balance privacy with digital commerce and good governance. But Shapiro’s more immediate mission is to create privacy best practices within county government that balance the need to share information with the need to protect it. The county is in the early stages of devel- A coordinated oping big data sharing projects, so now is the approach to time to build privacy into project manage- homeless ment and work processes, not afterward. service delivery To get the ball rolling, he has launched requires sharing an awareness campaign to educate staff data between on the diff erent kinds of privacy risks and agencies without then promote best practices. Part of the jeopardizing eff ort is understanding how departments individual privacy. perceive privacy, as well as learning what they do with the data they collect, how the data is shared and when it isn’t, why not. receive the same level of privacy protec- local level. Seattle was the fi rst city to hire Sometimes an agency’s desire to protect tions from local governments as they now a chief privacy offi cer (Armbruster is the privacy can thwart projects that can serve receive from private online services. second person to hold that position). In people, Shapiro explained. Having the In June, California passed a major April, New York City Mayor Bill de Blasio right conversation with the right people privacy bill that allows consumers to ask appointed Laura Negrón as the city’s fi rst can overcome roadblocks to data sharing companies what information they are chief privacy offi cer. She has been tasked that don’t compromise privacy rights. collecting on them, why it was collected and with working across city agencies to In addition to training to raise aware- which third party has received it; and they promote new citywide protocols around ness, governments like Santa Clara County can demand that the information be deleted the collection, disclosure and retention of and Seattle are following the lead of private and not sold. Companies that have collected personally identifi able information, as well companies and have begun to conduct the information can charge a fee from users as to centralize how policies and proce- privacy impact assessments on new projects. who opt out of sharing their data to collect dures regarding privacy are to be handled. Impact assessments are required for federal any lost revenue, as long as it’s reason- Few other local jurisdictions have hired IT systems, according to Swire. “The key ably related to the value provided by the CPOs so far, but in 2017 Santa Clara County, is to have someone with privacy expertise consumer’s data. With California taking the Calif., appointed Mike Shapiro as its fi rst examine important systems before they lead on strengthening privacy protection, privacy offi cer, and one of the fi rst to work are deployed,” he said. “That would be a other states are likely to follow, say experts. for a county. Shapiro has an extensive back- good practice for local governments.” ground working on privacy issues in the Swire also advises local governments Enter the Local Chief Privacy Offi cer private sector and consulting with federal to have standard contract clauses for IT Regardless of what happens at the state and state agencies. The big issue facing local procurements that provide privacy require- level, cities and urban counties are begin- government, according to Shapiro, is the ments. He cites California’s new law as a ning to take steps to protect privacy at the development of privacy policies that are reason why local governments need to be

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Santa Clara County Chief more careful when it comes time for IT Privacy Offi cer Mike Shapiro acquisitions, especially those that involve hopes to capitalize on his vendor access to data. “Cities should Silicon Valley location and think carefully about it before they agree start a center of excellence to let vendors sell citizen data,” he said. focused on privacy. Up the Pacifi c Coast in Seattle, Armbruster’s role as the city’s CPO has taken on greater signifi cance. The fact that the city council passed a resolution that “privacy is a human right” is an indication of just how important privacy has become. She runs an offi ce of four, which operates out of the city’s Department of Information Technology, and functions citywide, overseeing and managing privacy policies and procedures. “From the beginning, it’s about education and bringing people along the journey to understand privacy,” said Armbruster. Her offi ce has set up a network of privacy champions in every one of the city’s 33 departments. The champions attend regular meetings on privacy, act as a resource on the topic, and some are going through a certifi cation program run by SHUTTERSTOCK.COM the International Association of Privacy Professionals. Finally, all city staff must participate in standard security and that builds in sound data protections. She spend $20.7 billion on geo-targeted privacy training on an annual basis. also worries about shadow IT — those mobile ads and $32.4 billion by 2021, While some workers might grumble so-called “free” apps and storage services, according to BIA Advisory Services. about the training process, Armbruster says such as DropBox, which employees will In Seattle, Armbruster says companies it’s crucial to making privacy part of how turn to because they are familiar with them approach the city regularly about a new workers think about information on a daily outside of work. “People have to under- service they would like to off er for free, but basis. “You have to build the awareness of stand that free is not free,” she said. “In our when questions are asked, it is soon clear privacy or it doesn’t make sense,” she said. position, it’s not ‘your’ data that is sitting that what they want is information about “We do that by making the need for privacy in some third-party cloud storage service, people “to feed that big marketing cloud relevant to individuals, so they are aware it’s citizens’ data or the city’s data.” in the sky,” she said. “Lots of ‘free’ apps of the impact when privacy gets lost.” aren’t free because they are collecting data Armbruster and other privacy experts Finding That Balance about the individuals who use them.” emphasize the importance of making As more local governments develop Local governments need to have serious privacy an integral part of the process when and launch smart city projects, it’s conversations with vendors when it comes it comes to program development and becoming increasingly clear that conver- to smart city projects. Rather than say no IT deployment. Having a review system sations and strategies around privacy and kill the project over privacy concerns, that tries to catch privacy issues at the need to start happening sooner rather Armbruster advises city offi cials to talk end of the process is a recipe for disaster. than later. While today’s game-changing with the department that might want to Instead, Seattle, Santa Clara County and a projects often involve sensors that collect roll out the service in conjunction with a few other jurisdictions are learning how data that may not identify individuals, vendor and see whether the data it collects to build in privacy by design. “This is a too often cities are off ered an on-ramp could be useful at the block level or census very well-known concept, in which you to smart city innovation from a third level, rather than at the individual level. build privacy into the organic process of party that has data collection about indi- What it comes down to, according building systems,” said Armbruster. viduals at the heart of its business plan. to Swire, who has studied the impact When it comes to technology itself, Knowing an individual’s location has of technology on privacy for decades, Armbruster keeps an eye on cloud services, proven to be a gold mine for companies is “that every smart city project needs although she feels that cloud providers that market products and services. This a smart privacy plan as well.” are getting better at providing a service year, marketing fi rms are expected to

20 September 2018 // www.govtech.com * The Center for Digital Government is part of e.Republic, Government Technology’s parent company.

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How Content as a Service Can Improve Ciঞ zen Relaঞ ons

hen citizens access government information and Be er Decisions for Delivering W services online, they expect an easy, interactive Be er Informaঞ on experience. And they want that experience tailored to their To help governments optimize their communications eff orts, device of choice, whether that be a smartphone or watch, CivicPlus CaaS tracks and measures content objects. This data voice-activated personal assistant, smart TV or even the indicates what content is accessed and on which devices, helping screen of an internet-connected refrigerator. leaders decide where to make communications investments. However, in most local governments, online services aren’t CaaS data also identifi es gaps in information access or service designed for this kind of interaction. Instead, content must often use, such as by neighborhood or citizen demographic, which may be reentered manually into each display format or application, indicate a need for more outreach. such as a webpage, email message, social media post or digital kiosk. CivicPlus® helps municipalities overcome this challenge Meaningful Informaঞ on and Services with its Content as a Service (CaaS) solution — a transformative for Ciঞ zens new approach to manage, access and present information. CaaS makes it easier to deliver information and services in the form of a personalized conversation. For example, when a citizen views a city webpage for the local dog park, the solution can Thinking Outside the Webpage automatically display links to content about pet licenses and The concept behind CaaS is to create and maintain digital content leash laws. as discrete, reusable objects instead of a complete webpage. CaaS manages content in multiple forms (text, data, images, video), then formats it dynamically for display with any application or device. The CivicPlus CaaS solution excels at separating the front-end functions for information display from the back-end repository for storing and managing content objects. This design helps government communicators break down silos and leverage CivicPlus is the integrated technology platform for local content more eff ectively. The CivicPlus solution also takes an government, working with over 3,500 local governments including API-fi rst approach, making it easier for governments to manage municipalities, counties, and municipal departments. CivicPlus and share information across software stack components and has been selected by Inc. Magazine as “One of the Fastest- push content to diff erent devices and communications channels, Growing Privately Held Companies in the U.S.” since 2011. delivering the high-quality interactions citizens and public-sector employees expect. For more information, visit CivicPlus.com

DC18 SS CivicPlus_GT.indd 1 7/18/18 10:21 AM

lots of transit data that could help inform governmentwhat should policy be shared. — but not everyone agrees on T

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SHUTTERSTOCK.COM only way to know whether they

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are — and how the city should regulate them — is to get a look at their data. “We have a responsibility to understand what are the trip patterns that are out there, what are the choices people are making, so that we can inform policy,” Chang said. SFCTA wants to know how big the market for these services is. It has a stated goal of making San Francisco a transit-fi rst city, so it wants to understand how new services impact transit. Those are big questions that can be answered with aggregate statistics that look at trends and overall population behavior. “We need to get our But the city, according to Drew Cooper, heads around the a staff er in SFCTA’s technology data and concept that [data] is analysis group, would still ideally like of shared value, and access to raw data — because who knows we can contribute to what questions will come up in the future? it from the public and “The more granular [data] it is, the more private sectors.” questions you can ask from it,” Cooper — Tilly Chang, executive director, said. “We may not know a priori all the San Francisco County Transportation Authority questions we may want to ask from the data we’ve collected in the past year.” The problem is that using raw data FRANCISCO BUSINESS TIMES JOHNSON/SAN TODD provided by private companies opens up a lot of possibilities — some of which would problem: Once government collects data, data to a third party for hosting. That way make the average scooter-rider’s skin crawl. it can be hard to keep it truly private. the government can use the data, but doesn’t Some federally mandated privacy stan- “own” it, so it can’t be forced to hand it over dards, like the Health Insurance Porta- to anyone. That’s how the Seattle Depart- Origin, destination and a time- bility and Accountability Act and the FBI’s ment of Transportation has approached the stamp — that’s all some people might Criminal Justice Information Services matter, giving the data to a University of need to identify who is taking which security framework, have succeeded in Washington project called the Transporta- scooter trips. creating common practices for keeping tion Data Collaborative. Kubly used that That’s how Scott Kubly, chief programs data private in the health-care and law partnership before he joined Lime, while offi cer for scooter-share company Lime, enforcement fi elds respectively. But he was serving as director of Seattle DOT. thinks about the issue. “If you get a few of nothing like that exists for transportation “[Seattle] could query it for regula- those trips … somebody that’s savvy with data; there are no standards to guide one tory purposes, the university can query data can start to build algorithms that iden- government toward the same best prac- it for research purposes, but [Lime] tify individual people,” Kubly said. tices that a model government might use. couldn’t go in and submit a public In other words, a person’s name It might not even be legal for a local disclosure request for the data from doesn’t have to be attached to their data government to gather the data but then one of our competitors,” Kubly said. in order for somebody to guess who they refuse to share it with the public. All it Depending on the situation, even that are. So anonymizing data probably isn’t could take is a public records request, might not be enough to stop the data from enough to protect privacy. And there and then anybody can get it, according falling into unexpected hands. Take, for are plenty of things that could go wrong to Brian Hofer, chair of Oakland, Calif.’s example, the Northern California Regional if transportation data doesn’t protect Privacy Advisory Commission and an Intelligence Center (NCRIC). It’s a database privacy. Private investigators could use attorney with the law fi rm Gould and that many law enforcement agencies in Cali- it to keep tabs on spouses. Stalkers could Hahn. “If it’s held by a government, I fornia use to host data such as footage from use it to track or harass their victims. think generally a lot of that stuff you traffi c intersection enforcement cameras. So it would make sense for local govern- would have to disclose,” Hofer said. The center off ers free hosting to those agen- ment, should it receive even anonymized To circumvent Freedom of Information cies, but it also exists to share data between raw transportation data, to not share it Act requests, some governments have come the agencies that use it. That includes the or open it up to the public. Here’s the up with a clever workaround: sending the federal government, and Immigration and

24 September 2018 // www.govtech.com

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______Designer ______Creative Dir. 100 Blue Ravine Road Folsom, CA 95630 916-932-1300 ______Editorial ______Prepress www.erepublic.com CMY grey T1 T2 T3 5 25 50 75 95 100 5 25 50 75 95 100 5 25 50 75 95 100 5 25 50 75 95 100 Page # ______Other ______OK to go BLACK YELLOW MAGENTA CYAN Customs Enforcement (ICE), which uses data to fi nd undocumented immigrants and deport them. That’s been a politically fi ery issue, particularly in California where “sanc- Association of Govern- tuary cities” are fi ghting to keep that data ments of San Mateo County from ICE in an eff ort to stop deportations. — but it doesn’t say exactly NCRIC maintains that its partners can where the ride began or ended. control who has access to the data it hosts. Instead it tells the government which And of course, ICE doesn’t have access to city and zip code a ride began or ended in. every database. But NCRIC raises a broader Others, like the scooter-share company question: If an agency that owns data shares Skip, have “fudged” the location data, that data with anybody else, can it be sure randomly moving origins and destinations that third party isn’t also sharing the data? a little bit away from where they actu- “They don’t need a direct route to the ally happened so that the government can Oakland Police Department because the see the general area but not the address. Oakland Police Department, just in the “It’s more like, ‘Hey, we want to see course of general crime-fi ghting, shares who’s using this in what neighborhoods,’” data with [the National Crime Informa- said Dmitry Shevelenko, an adviser for Skip. tion Center], [the Automated Regional Information Exchange System], NCRIC, and state agencies like the California Many on the public and private [Department of Justice] and [Department sides of the transportation sector are of Motor Vehicles], where ICE can get to hoping for a more uniform approach to the data anyway,” Hofer wrote in an email. data sharing and analysis. If somebody As time goes on, the need developed common privacy protec- for robust methods and systems tion practices, data formats or even for data sharing will likely only become There’s another step compa- clearinghouse-like channels for sharing, more potent. After all, the world is nies and governments can take to avoid a it could make the process of local fi lling up with sensors that gather data, simple data-sharing arrangement becoming governments answering their ques- and they aren’t just in bicycles and a personal privacy nightmare: aggrega- tions much faster and more effi cient. scooters — the transportation industry tion. That is, instead of a city seeing where And it would remove a burden from continues a collective march toward an individual scooter ride began, where it companies, too, because they wouldn’t self-driving vehicles that will, by ended and when it happened, it might see have to spend time responding to indi- necessity, gather a lot of information the total number of scooter rides on a given vidual data requests from various in order to inform driving software. day from one area to another. The tech- agencies in diff erent places. The last time such a dramatic nique eff ectively removes the individual “I’m hopeful that we’re going to be transformation shook the transpor- element from the data at the point where moving into a world in which there’s tation sector was the advent of the it moves from the company to the govern- more standardization. And I think that’s car. Data-gathering sensors didn’t ment. And if it has no individual informa- a good thing for everybody,” Kubly said. exist back then, and it became the tion, any concerns of who has access to “At a certain level, customization is bad job of government to manually the data and whether a bad actor might be because I can’t get my custom question collect data on things like crashes able to guess who is who become moot. answered exactly the way I want it, but and average road speeds. The burden “If I say, ‘Show me a heat map of rider on the other hand it’s really hard to do of collection naturally limited routes by time of day,’ that would allow me comparative analysis market to market.” what the government collected. to answer all sorts of planning questions,” Some people are trying to do exactly But when vehicles themselves are Kubly said. “If you gave me a raw data feed that. This year, the National Asso- gathering the data, how much will from Lime and its competitors, absent a ciation of City Transportation Offi cials government want? consultant, I’m not sure I actually have the launched a platform called Shared- “We need to get our heads around tools and people to deal with that analysis.” Streets that seeks to establish common the concept that [data] is of shared Then there’s the obfuscation approach, data formats and language. According value, and we can contribute to it which sits somewhere between anony- to Chang, the National Highway Traffi c from the public and private sectors,” mization and aggregation. One car-sharing Safety Administration is working to Chang said. “But the basic nature of service in San Mateo County, Calif., hands fi nd third parties who can facilitate the what it is and how it’s used is going to over rider data to the City/County safe exchange of transportation data. continue to be of public interest.”

www.govtech.com // September 2018 25

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Transforming Citizen Communications With the help of AT&T and inContact, Contra Costa County boosted call center capabilities with a cloud-based, geo-redundant solution.

CONTRA COSTA COUNTY is the ninth most “That limited our ability to provide services “The omnichannel populous and third largest county by land to county customers in a timely manner.” area in California. Serving more than one The systems also reduced each capability is a big deal. million people spread over 800 square miles department’s control over its call center. It helps people realize is a constant challenge. Additions or changes required a third-party For years, the county relied on four vendor, which was time consuming. The the benefi ts they premises-based automatic call distribution county also needed to expand its reporting can receive from the (ACD) centers to manage incoming calls from capabilities to meet state and federal residents. But the ACDs worked in diff erent mandates, but the existing systems made it county and its various ways and relied on antiquated technology. diffi cult to obtain the data needed. departments. … They also had limited functionality, were Ultimately, the county wanted to regain expensive to maintain and lacked resiliency. control over its call centers, make them Ultimately, the new This made it diffi cult for county employees more agile, provide better citizen services solution allows us to to manage incoming calls and respond to and reduce costs. citizens eff ectively and effi ciently using an better satisfy the omnichannel approach. An Integrated Solution needs of our clients “The older systems did not allow us to Contra Costa County IT leaders started add things most people now think of as the search for a single, integrated call and end users.” basic call center functions, such as call center platform that would provide more back and voicemail,” says Wayne Tilley, fl exibility and control. They also wanted WAYNE TILLEY, TELECOMMUNICATION telecommunication manager for the county. technology that could integrate with their MANAGER, CONTRA COSTA COUNTY

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existing Hosted Cisco UC voice solution and to connect to agents quickly,” says Tilley. in the cloud where everything is pre-inte- was robust enough to meet the needs of “They can’t have people sitting on hold for grated took all that complexity out of it.” multiple county departments. Getting there a long time.” Utilizing the cloud also allows the county would require network upgrades and an Based on its success with the Child to scale bandwidth as needs change. infrastructure buildout. and Family Services Department, the “We deal with a wide variety of public AT&T performed the network and phone county pushed the solution out to other needs, and those needs can change system upgrades and brought in inContact departments, including the Behavioral dramatically,” says Tilley. “For example, as a trusted partner to work with the Health Services Department and Animal during fl u season calls to our advice nurse county and fulfi ll its need for a cloud-based Services, which both regularly handle go up and our call volume increases call center solution. emergencies. Because the solution substantially. Working with inContact, we “The county has a lot of semi- includes a single, unifi ed communication can increase our inbound bandwidth. When autonomous groups. We needed to offl oad platform, availability improved dramatically. we start to see the inbound bandwidth the existing PBX (private branch exchange) Callers now get the help they need quickly, decrease, we can scale down again.” phone structure that a number of diff erent no matter when they call. And because vendors were providing, depending on the it’s a hosted solution, county employees Improved Functionality department,” says Peter Morrison, AT&T have the fl exibility to log on remotely for a Prosperous Future technical sales consultant. when needed. Better access to data with the Contra Costa worked with AT&T to As word of the new solution got around, new solution has improved reporting build a dedicated network to connect its other county departments wanted in. AT&T functionality, allowing county leaders departments directly to the inContact cloud increased the system’s capacity to meet to provide the information required by center platform. AT&T then deployed a hosted demand. Most recently, the county brought local, state and federal regulators. phone solution to enable fail over and remote the Health Services Department online. “A lot of our programs are federally access for county employees. By moving to funded and have signifi cant reporting the cloud, the county could assure application Benefi ts of a Cloud-based Approach requirements,” says Tilley. “We now not only uptime and reliability. To address survivability The inContact cloud-based call center provide the reports, but have access to data concerns, the county leverages remote data so ware, combined with network and that shows how the county is meeting centers in Los Angeles and Dallas. phone upgrades from AT&T, gave Contra required guidelines and standards.” Working with inContact, the county Costa County a complete solution, brought Most importantly, the solution allows the then designed new processes to direct disparate systems together, and allows county’s employees to communicate with inbound calls to the correct agent in a the county to work more effi ciently and citizens faster and in more ways, such as more succinct manner. collaboratively. Since the solution is cloud- email or text. Once initial deployment and testing based, departments now have better control “The omnichannel capability is a big was complete, the county rolled the new over their operations and the fl exibility to deal. It helps people realize the benefi ts contact center solution out to the Child and make changes. they can receive from the county and Family Services Department, which handles “In the past, this was all on premises, and its various departments, especially in a variety of sensitive matters such as child because the county worked with multiple emergency situations where response and elderly abuse. vendors, getting all the solutions to work time is critical,” says Tilley. “Ultimately, the “They are heavy users and they need to together was complex,” says Mark Palmer, new solution allows us to better satisfy have accurate inbound call information and channel director at inContact. “Putting it all the needs of our clients and end users.”

> For more information, visit: www.att.com/publicsector > Follow us @ www.linkedin.com/showcase/att-public-sector/

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FOR CITY GOVERNMENTS, getting the most out of their digital transformations requires planning, engagement with residents and the ability to measure the impact of their investments. But because of limited resources and the demands of their day- to-day work, sometimes cities can be reactive to grant announcements or vendor pilot projects, leading to disjointed eff orts. Several nonprofi t foundations and academic centers have focused their eff orts on supporting planning and development, best practice guideline creation, and cross-pollination between cities. Each has its own area of expertise and focus. Some are grant-making organizations, while others have received grants from the federal government and foundations to bring together city departments and researchers to develop tools and new approaches. Here are profi les of six of the organizations having a signifi cant impact on how smart cities are developing across the country.

BY DAVID RATHS

What Works Cities, bringing together ﬁ ve that can be applied to all local issues expert partners that provide pro bono tech- they’re looking to address,” she said. Bloomberg Philanthropies’ nical assistance to city staff , helping them What Works Cities brings city leaders What Works Cities build the capacity and skills to use data and staff together with peers in other LAUNCHED: 2015 to make more informed decisions, deliver cities as well as experts and resources. more eff ective services and programs, “This community is committed to learning PART OF PHILANTHROPIST and former and ultimately, improve residents’ lives. from each other’s challenges and building New York City Mayor Michael Bloomberg Brody stressed that the technical on each other’s work, enabling them Philanthropies’ American Cities Initia- assistance is designed to be issue-agnostic. to accelerate the pace of progress.” tive, What Works Cities was launched “Our goal is to help cities build capabilities One example of a What Works Cities in April 2015 to enhance the use of data project is Seattle’s work with Bloom- and evidence-based decision-making berg partner Government Performance in cities. The What Works Cities initia- A WHAT WORKS CITIES PROJECT Lab at the Harvard Kennedy School to IN SEATTLE IS CHANGING THE tive is a three-year, $42 million eff ort WAY THE CITY CONTRACTS WITH revamp its contracting practices with to support mayors and local leaders HOMELESS SERVICE PROVIDERS. providers of homelessness services. The in 100 mid-sized U.S. cities with tech- changes ensure providers are measured nical assistance, access to expertise and on their ability to place people in perma- peer-to-peer learning opportunities. nent housing, rather than just providing “When we looked at the landscape of services along the way. A portion of cities using data to eff ectively manage local the contract value is also tied to hitting government, most of the great work was established performance metrics. happening in large cities,” said Simone In May 2018, Bloomberg Philanthropies Brody, executive director of What Works announced an additional $42 million invest- Cities. “Mid-sized cities were eager to take ment to deepen and expand current eff orts, on this kind of work but didn’t have the as well as lower the population threshold knowledge or skills to do so.” To ﬁ ll this so that smaller cities — with populations gap, Bloomberg Philanthropies stood up of more than 30,000 — can participate.

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______Designer ______Creative Dir. 100 Blue Ravine Road Folsom, CA 95630 916-932-1300 ______Editorial ______Prepress www.erepublic.com CMY grey T1 T2 T3 5 25 50 75 95 100 5 25 50 75 95 100 5 25 50 75 95 100 5 25 50 75 95 100 Page # ______Other ______OK to go BLACK YELLOW MAGENTA CYAN or smart government because it involves Harvard Kennedy School developing tools and approaches that Government Performance Lab can balance the diffi cult day-to-day work FOUNDED: 2011 of running a government with trying to accomplish things in a more strategic way.” SMART CITY EFFORTS often involve GPL, for example, helped Chicago using sensors and connected IoT devices to social services agencies redesign how bring more effi ciency to lighting, trans- they use data and metrics in their The ultimate portation or public safety. Yet following outcome contracts to re-envision goal of nonprofi t a broader defi nition, the Harvard cross-agency cooperative services. organizations Kennedy School Government Perfor- “We are thinking about smart cities in mance Lab (GPL) helps governments a broader sense,” agreed Hanna Azemati, working in smart get smarter in several other ways — with program director. “We think about it as cities is for good performance improvement, procure- governments that are modernizing the ideas launched in ment and results-driven contracting. way they operate in their core functions GPL conducts research and holds by better utilizing up-to-date technolo- one jurisdiction to national competitions to select government gies and partnering with the private sector multiply across many partners for technical assistance, usually in to make sure they can adopt all the tools others. The good the form of consulting help from a Kennedy available to help them use data to better School government innovation fellow. support, track and analyze performance.” news? It’s starting Philanthropically funded, GPL is one of fi ve She cited several projects GPL has to happen. technical assistance partners for the What done with the city of Boston, including Works Cities initiative. In that program it smart streetlights, procurement of an IT is assisting cities that seek to adopt results- system to oversee capital works programs, driven contracting strategies for critical and development of a tool to better grants and procurements. Of the 100 cities prioritize capital works projects based on in that program, GPL has worked with 26. specifi c goals. “Sometimes it is diffi cult for govern- GPL also worked with Charleston, S.C., ments confronted by daily operational on improving the use of data on vendor challenges and frequent crises to think management in waste collection. “The city John S. and James L. about how to address important long- wanted to know in real time when a vendor Knight Foundation term priorities,” said Gloria Gong, director was unable to fi nish a route or experienced FOUNDED: 1950 of research and innovation. “A lot of our property damage so it could be better work fi ts into a defi nition of a smart city prepared to respond to residents,” she said. ALTHOUGH THE NONPROFIT Knight Foun- dation has been funding civic technology projects for some time, it jumped into HARVARD KENNEDY SCHOOL’S GOVERNMENT the smart city space in 2017 when it PERFORMANCE LAB DRIVES INNOVATIONS LIKE BOSTON’S SMART STREETLIGHTS. announced $1.2 million in grant support for six cities to explore how the Internet of Things (IoT) can be deployed respon- sibly and equitably. Akron, Ohio; Boston; Detroit; Miami; Philadelphia; and San Jose, Calif., all received planning grants. Lilian Coral, director of national strategy and technology innovation, leads the foundation’s smart city strategy development. “We see a real opportunity to bring the needs and preferences of the residents back to the center of the conversation,” she said. “We want to see if we can engage more residents and show them the value of this work.” In a March 2018 blog post, Coral highlighted a series of questions

SHUTTESRTOCK.COM Knight hopes to address, including:

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• How can technology enable Although the idea of scaling approaches to the next level and expand the set of deeper resident participation in local from one city to another has been a chal- resources available to do this work.” government, including program plan- lenge across the country for years, Levine ning, design and delivery? said MetroLab is starting to see some • To what extent can technology solu- cross-pollination: An algorithmic approach New York University Center for tions empower residents to make decisions to ﬁ re inspections developed in Pittsburgh Urban Science & Progress through greater access to information, with Carnegie-Mellon University is being FOUNDED: 2012 positioning them not just as creators of adopted elsewhere, and Chicago’s data data but also as active consumers? science approach to restaurant inspec- THE BLOOMBERG ADMINISTRATION’S Coral admitted that engaging more tion prioritization has taken off in other “Applied Sciences NYC” initiative made residents around smart city eff orts is a cities. “We maintain a library of over 100 underused city-owned properties avail- challenge. “But that is what we saw as the such projects as a resource,” he said. able to universities if they would start or opportunity and the missing piece,” she MetroLab engages with its members expand applied sciences or engineering said. “We think it is critical and aligns with to think about methods and approaches programs. In 2012 NYU took the admin- our mission. Unlike other groups in this to elevate the work they are doing. As a istration up on its off er and created the sector, we have strong and deep relation- guiding framework, it has created a list of Center for Urban Science & Progress ships in the communities where we work 10 principles for successful city-university (CUSP), now housed at an old transit head- because of the history of Knight in those partnerships. As public service agen- quarters building in downtown Brooklyn. cities. We are a tried and tested partner.” cies work on integrated data systems, “Our mission is to develop tools of She said the foundation is already devel- MetroLab has also established a data data science to help city agencies do oping a few initiatives with city partners sciences and human services lab that what they do better,” said Mike Holland, taking this resident engagement approach researches how the disciplines intersect. executive director. “We have a one-year and future rounds of funding would follow. The emerging area requires a frame- master’s degree program. The goal is to work to deal with ethical consider- equip students with data science tools ations and transparency, Levine said. plus the urban context to eff ectively MetroLab Network “For the last two-and-a-half years, we’ve apply those tools in a coherent way.” FOUNDED: 2015 done a good job of creating a commu- One component of the degree program nity of practice that didn’t exist before is a capstone project for which CUSP THE OBAMA ADMINISTRATION’S and have been an eff ective convener,” solicits project ideas from city agencies Smart Cities Initiative included federal Levine said. “Now we are ready to move that students can work on. For instance, agency eff orts as well as those involving the private sector. One of its off shoots was the MetroLab Network, a nonproﬁ t organization established to foster university-city partnerships to drive research and development related to technology, data and analytics in government. “The idea behind MetroLab was to take the idea of an institutionalized partnership between city and university and bring that to greater scale,” said Ben Levine, the organization’s executive director. “We wanted to see if technologies or approaches can be scaled across cities. We thought it was important to have an organization to facilitate convening, programming and communication.” MetroLab launched in 2015 with 22 partnerships between cities and universities and has since doubled its membership METROLAB’S PORTFOLIO PROJECTS, in the United States. With funding from SUCH AS DATA-DRIVEN RESTAURANT the MacArthur, Annie E. Casey and Kresge INSPECTIONS, ARE SPREADING BEYOND THEIR ORIGINAL CITIES. foundations, MetroLab has an annual

budget of between $500,00 and $750,000. KIDD DAVID

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students have worked with the parks department to bring together existing park data to develop a quality matrix. Those master’s degree students are starting to fan out across the country in smart city-related jobs. Approxi- mately 20 percent of students have taken jobs with city, state or federal agencies. Another large percentage are hired by big consulting ﬁ rms that do public-sector work, while many others have been hired by tech companies, large and small. CUSP faculty members are also involved in larger research projects that may be exportable to other cities. One such project that received $4.6 million in funding from the National Science Foun- dation is called Sounds of New York City (SONYC). It combines a network of sensors and a cellphone app to more eff ectively monitor, analyze and mitigate noise pollution. “We set out to develop a machine learning algorithm to identify and classify THE ARRAY OF THINGS IN CHICAGO COMPRISES 100 the sources of sounds that New Yorkers NODES COLLECTING DATA ABOUT THE CITY THAT’S call 311 to complain about,” Holland said. AVAILABLE FOR PUBLIC AND SCIENTIFIC USE. Another faculty member is working on

the concept of “quantiﬁ ed community” by KIDD DAVID developing lightweight sensor networks to monitor the baseline behaviors of a neighborhood. The idea is that when vendors more than 100 nodes collecting data On the educational front, in 2013 make claims about “smart” technolo- on temperature, humidity, air pressure, UrbanCCD helped create a “data science gies, cities can better measure whether magnetic ﬁ eld, vibration, light and air for social good” summer program, which interventions are making a diff erence. quality. It publishes the results openly for has since spun off and become inde- scientists, city offi cials and residents to use. pendent. It involves a partnership with UrbanCCD also works to apply urban Chicago public schools, and has trained Urban Center for computational modeling to planning and more than 400 students to think about Computation and Data design for major projects that involve zoning urban and environmental measurement FOUNDED: 2012 and investment over hundreds of acres of and to design devices that can help. city land. Catlett said a key goal is to help other THE URBAN CENTER for Computa- With funding from NSF and the Mac- cities besides Chicago deploy its tools tion and Data (UrbanCCD) grew out of Arthur Foundation, UrbanCCD has and approaches. “Our default approach is work researchers at the University of created an analytics platform called open source and we think about how we Chicago and the Argonne National Labo- Plenario, which seeks to make the data can enable other cities to take advantage ratory were already doing informally by released by cities, federal agencies, and of this technology to replicate it locally.” partnering with city of Chicago depart- other sources more accessible. “We are In fact, the Array of Things project ments to help them more eff ectively use providing a way for people to search has created a partnership program that is their data to improve city operations. for and explore data about the city that attracting international interest. “We have 100 One UrbanCCD focus is urban would help them with a data science devices installed in Chicago and 30 installed measurement — exploiting new Internet- project,” said Director Charlie Catlett. or shipped in a half-dozen other cities in the connected hardware and software to help “If a health scientist wants to investigate U.S.,” Catlett said. “There are cities around the cities measure their environments and the impact of heat waves on diff erent world wanting to try this technology out with operations. Its Array of Things project, communities, it searches our Array of four to six units,” he added. “This partner- established with a $3 million grant from Things data and Chicago open data ship program is going to be a major focus of the National Science Foundation, includes sets, and presents available data sets.” our expansion over the next year or more.”

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When Park City Water in Utah needed a new system for supervisory control and data acquisition (SCADA) and human-machine interface (HMI), it picked the same solution chosen by its neighbor, Mountain Regional Water (MRW) District. The two utilities collaborate on projects often, share some resources, and even share data now that they both use Ignition by Inductive Automation® — an industrial application platform with tools for building solutions in HMI, SCADA, and the Industrial Internet of Things (IIoT). Both MRW and Park City have seen significant improvements since switching from their previous Mountain Regional Water saw significant improvements SCADA systems to Ignition. MRW saves more than after switching to Ignition for HMI/SCADA. $400,000 per year on energy with greater control from Ignition. Park City saves the equivalent of one full-time employee by using Ignition to automate its reports to a Mountain Regional and Park City.” Using Ignition, SKM state agency. Both utilities plan to do more with Ignition has built several solutions for both utilities. in the future. And operators are becoming more engaged with the data at both organizations, creating No Limits their own screens in Ignition. Ignition’s unlimited licensing model is perfect for the Ignition was implemented at both utilities by system growing utilities. “We needed a new HMI/SCADA integration company SKM. Based in Bountiful, Utah, system primarily because the one we were using was SKM operates all over the western United States. “Both difficult to expand,” said Doug Evans, water & energy utilities need to see data, track the data very closely, manager for MRW. “Every time we wanted to add a site and store large amounts of data,” said Allen Rogers, a or expand our water system, we needed to acquire new principal and project manager at SKM. “They wanted licenses. We wanted a SCADA system that could provide the data to help them make better decisions, run their everything we needed in one package. Ignition is a operations more efficiently, and save energy. Being able system that can grow with us.” to track everything in their systems was key to all that. The number of SCADA tags for each utility jumped And both utilities are constantly expanding. I knew we sharply with Ignition. MRW went from 5,000 tags to needed a SCADA system that allowed for growth and more than 90,000. Park City went from 8,000 to could handle a lot of tags, without the need to go back 130,000. “We took them from looking through a and relicense things. Ignition was a great fit for both

800.266.7798 www.inductiveautomation.com

“The granularity of our data collection with Ignition Bright Future allows us to see things in our water system that we were never able to see before,” said Nick Graue, public Park City sees Ignition as a strong base for the future. utilities engineer for Park City Water. “The real-time data “Ignition, in our minds, is a great foundation for what we allows us to monitor our system very closely now.” see as the smart utility,” said Graue. “We have various other critical business systems, such as our automated It’s also easy to add more clients. “Prior to Ignition, we meter reading and our CMMS. We feel we can continue had multiple operators fighting over the mouse to control to capitalize on these great technology systems by the SCADA system,” said Graue. “Now we have individual integrating them with each other.” terminals for each operator. Everybody has eyes on the system, and nobody is getting in anyone’s way.” Rogers of SKM said he was very impressed with the speed and power of Ignition when he first became Help All Around familiar with it. “I was really surprised at how fast and easy it was,” he said. “I was able to download Ignition The mountainous region requires MRW to pump plenty and install it, and within 10 minutes I was connecting to of water uphill. That consumes a lot of energy. PLCs and adding tags. It was very impressive.” “One of the things we really value with Ignition is that it Rogers also liked that he could try Ignition without having allowed us to venture into new realms of energy and to buy the software first. “Being able to download the power management,” said Evans. “And it saved us software, and experiment with it, without having to get over $400,000 a year. That savings more than funds licenses from a vendor, it was so easy,” said Rogers. “And my entire department, as well as much of our SCADA we also saw the free training videos online. The whole improvements and upgrades.” process made it easy to see the power inside Ignition.” For Park City, reporting has become much easier. “I really SKM, Inc. is a premier electrical engineering firm enjoy the reporting tool that SKM built for us within specializing in SCADA, telemetry, electrical, and control Ignition,” said Graue. “I’m able to query any parameter design. Its engineers have extensive experience in of any tag within our entire system, and learn anything electrical design, instrumentation and controls, PLC about what was happening at a certain time.” and HMI programming, and design services. For more Like MRW, Park City is expanding, so it really likes the information, visit skm-inc.com. unlimited licensing. “It gives us the flexibility to continuously add tags of our choosing, whether it’s Watch the case study video online at: bit.ly/ia-MRW new instrumentation, or new reporting capabilities,” said

Ignition Case Study for MRW and Park City by: Inductive Automation

OF Facts and ﬁ gures SMARTon smart cities eﬀ orts in the U.S. $530B

ACROSS THE GLOBE, THE SMART CITY MARKET (SERVICES AND SOLUTIONS) 1M TOTALED NEARLY $530B IN 2017. IT IS FORECAST TO REACH NEARLY $28M $1,950B BY 2023. Source: Orbis Research TRUCKS HELD UP BY METRO AREA TRAFFIC COSTS SHIPPERS ABOUT $28 MILLION EACH YEAR IN OPERATING COSTS AND WASTED FUEL. Source: U.S. Department of Transportation

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As host to the annual Consumer Electronics CONNECTIVITY Show, Las Vegas is considered a hotbed of tech innovation, especially when it comes to Universal connectivity is also transportation. The Las Vegas Innovation District at the heart of most smart is now home to a data-gathering connected city blueprints, like that of corridor and an autonomous shuttle to service PUBLIC SAFETY Louisville, Ky., which plans nearby casinos. New Orleans envisions on- a 115-mile ﬁ ber deployment, demand minibuses for low cost connections to boosted by its selection as underserved communities, while Boston proposes Smart cities are safe cities that use a Smart Cities Readiness “radically programmable” streets that can connected tech like camera networks Challenge grant winner. transform from loading zones to through streets to and shot detection tools to ﬁ ght crime street hockey lots according to demand. and contribute to the overall quality of life. Among Schenectady, N.Y.’s smart city projects is a Wi-Fi data network that lets police download dashcam video from cars to the central network as they go about their patrols.

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7% San Antonio, Texas Portland, Ore. Seattle

TRUCK PLATOONINGATTOONONING UUSINGSISINNGG AUTOMATED AND CONNECTED VEHICLES COULD

REDUCE TRUCK CO2 EMMISSIONS BY 7 PERCENT. Source: U.S. Department of Transportation DIGITAL EQUITY INFRASTRUCTURE

Running through seemingly all smart city An early smart cities leader, plans is a desire to ensure all citizens Chicago’s Array of Things is a can participate fully in the benefi ts network of streetlight-mounted of their connected community. While sensors that gather a variety providing Internet access to the wider of data to measure things like community, cities are also working to air quality and pedestrian fl ow. DATA ensure that Internet infrastructure can First launched in 2016, the withstand disasters. Organizations network will include 500 nodes, Intelligent streetlights are like New York City’s Digital Equity and is described on the project propagating across U.S. communities Laboratory — spurred by the extensive website as a “fi tness tracker” large and small, off ering energy communications damage from Hurricane for the city that can inform a savings as well as data-gathering Sandy — are helping to develop broad range of future public opportunities. In San Diego, stronger networks. Wi-Fi projects in policy decisions. $30 million will pay for 3,200 sensor- six parts of the city are strengthening laden streetlights that will feed data networks that support residents and fi rst into the city’s open data network. responders during crises.

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A Platform to Power Government By embracing SaaS, the state of Texas speeds development and saves money.

hen Todd Kimbriel started working for the state of Texas W in 2008 as director of IT services, he was skeptical of “In three weeks software-as-a-service (SaaS). But the state’s Department of we had developed Information Resources (DIR) had already started using Salesforce, and implemented a and his staff kept trying to show him what it could do. solution in Salesforce. “Every time we had a new demand, one of my colleagues It was amazing. That wanted to put it in Salesforce, and I kept saying no,” he says. was my ‘aha’ moment Then his department was tasked with ﬁ nding a replacement for and I became a convert.” the spreadsheets many agencies were still using to track the bills moving through the state legislature. Kimbriel tried to adapt a new Todd Kimbriel, CIO and Deputy Executive Director software program already being used by one agency, but it was of Texas DIR too complex, costly and time consuming. When someone suggested, yet again, they do it in Salesforce, “I ﬁ nally threw up my hands and said OK,” he says. “In three weeks we had developed and implemented a solution in Salesforce. It was amazing. That was my ‘aha’ moment and I became a convert.” Today, Kimbriel is CIO of the state and deputy executive director of DIR, whose mission is to provide technology leadership to state agencies. And he wholeheartedly supports the use of SaaS. In fact, DIR is a pioneer in Salesforce apps, having developed more than 20 of them and demonstrated their success to at least 23 diff erent state and local government and education entities. Some entities have even asked for copies of the developed applications and worked with Salesforce support to modify them for their particular licensing scenario.

Blazing a Trail in Texas Kimbriel’s “aha” moment with the legislative tracking app was not just that a SaaS approach speeds the development of apps, but also how cost eff ective it is. To implement the other agency’s system would have cost DIR hundreds of thousands of dollars in new licenses, development and training. In contrast,

GT18 CASE STUDY Sales Force.indd 1 7/20/18 8:18 AM

______Designer ______Creative Dir. 100 Blue Ravine Road Folsom, CA 95630 916-932-1300 ______Editorial ______Prepress www.erepublic.com CMY grey T1 T2 T3 5 25 50 75 95 100 5 25 50 75 95 100 5 25 50 75 95 100 5 25 50 75 95 100 Page # ______Other ______OK to go BLACK YELLOW MAGENTA CYAN TEXAS TRAILBLAZERS new apps can be developed with the existing Salesforce license, often by less technical staff . Many of Texas DIR’s Salesforce apps were championed and developed by “trailblazers” — people who were not IT specialists The ease of the low-code programming but rather saw a need and how Salesforce could help fi ll it. and the effi ciency of reusable Beth Perry, a data analyst whose job included marketing the cooperative objects makes the agency agile contracts program to state agencies, local governments and education districts, in responding to needs. wanted to manage her contact database in Salesforce. She asked the Salesforce “What used to take administrator for help, “but she was so busy doing development, she started giving months with traditional waterfall me more administrative rights so I could do things myself,” says Perry. development, we can now do in DIR helped Perry by sending her to a Salesforce system admin course. When she returned, she was immediately tasked with developing her fi rst app, a time-keeping weeks,” says Kimbriel. “And what used system for human resources. to take days, we can develop in minutes.” “I did that in about six weeks,” she says. “After that, the HR director started But it’s more than just low-code and low peppering me with requests, and I haven’t looked back since.” Today, she is cost of development, “it’s also cost avoidance,” offi cially DIR’s Salesforce application development manager. he says. “You don’t have to go buy another solution. Perry never felt hampered by not being a traditional IT-trained The more you put into Salesforce development using developer. She continues to learn through Trailhead,1 Salesforce’s your existing license, the more you are eff ectively saving.” online guided learning program, the Salesforce user group for government that DIR hosts and the Salesforce community. DIR has been developing apps in Salesforce for about 11 “If you post a problem or a question in Salesforce years. The fi rst DIR Salesforce app helps manage the state’s Success, you fi nd 10 other people who have dealt cooperative contracts program through which agencies with the same issue and found solutions,” she purchase technology. It transformed a paper-based process says. “The Salesforce community at large into a streamlined online system that lets customers easily is a tremendous resource.” fi nd applicable contracts and enables DIR to quickly update information about vendors, contracts and products. The app, which has been modifi ed and improved over its lifetime, is Building a used to manage some 700 contracts. Foundation The state took a similar approach when it needed to for the Future modernize its paper-based procurement. None of the Kimbriel now commercial-off -the-shelf products the state evaluated met promotes SaaS among his all of its requirements, so it developed BidStamp, an online fellow CIOs. And he points procurement application on the Salesforce platform. With to the benefi ts that Texas has BidStamp, vendors can view and respond to request for off ers gained through its use of Salesforce. (RFOs), download relevant documents and monitor the status In fact, the state launched and hosts a of their bids. Pre-confi gured rules quantify a prospective Salesforce government user group, and bidder’s applicability, helping DIR Contracts personnel and has worked with the company to build an app vendors responding to procurements make decisions more exchange for government. quickly and complete the process. The application inspired “That’s a model I think other vendors should follow,” says other agencies throughout the state to develop more Kimbriel. “If one state has developed something, we should be Salesforce apps of their own. able to share it with other states.” Using a SaaS approach to digitize and automate paper Salesforce will remain a core part of DIR’s architecture. workfl ows has made DIR faster and more effi cient, says “We’re committed to using Salesforce,” Kimbriel says. “It Allan Martin, director of Information Technology Services demonstrates all the best characteristics that state agencies and Information Resource Manager at DIR. should seek to implement to move away from legacy systems “We’ve been able to eliminate the black holes and move toward agile development.” that paperwork sometimes falls into, and minimize the administrative minutia,” he says. It reduces errors and virtually This piece was developed and written by the Government Technology eliminates forms getting lost in the shuffl e. Content Studio, with information and input from Salesforce.

1. https://trailhead.salesforce.com/en/home

Salesforce transforms the way departments, agencies, and its community of contractors meet the unique demands of today’s mission. The FedRAMP-approved Salesforce Government Cloud — the world’s #1 enterprise cloud, built for government — gives leadership, management, and employees the mobile, self-service tools they need to connect data, process, citizens, and partners across the mission.

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n Sept. 11, 2001, in the nation’s worst public safety communications breakdown, fi re- O fi ghters in New York City’s World Trade Center were unable to receive warnings to evacuate the North Tower, which collapsed, killing hundreds of fi rst responders. During hurricanes Katrina and Rita, commercial wireless networks went offl ine as fl ooding ensued, making it impossible for federal troops and emergency offi cials to communicate with each other, and bringing chaos to rescue eff orts. In the wake of the country’s worst terrorist attack and unprecedented natural disasters, one of the recommen- dations of the 9/11 Commission Report was to stand up nationwide, interoperable communications for all fi rst responders. The result was the First Responder Network Authority (FirstNet), created by Congress as part of the Middle Class Tax Relief and Job Creation Act of 2012 and partially funded with $7 billion. with the Past

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FirstNet selected AT&T in 2017 to THE REAL TEST IS GOING TO BE WHEN THINGS GET build and manage its broadband network REALLY HECTIC AND REALLY BUSY — AND A COMMERCIAL and off ered “success-based payments” of WIRELESS NETWORK PROVIDER TYPICALLY GETS BUSY $6.5 billion over fi ve years. AT&T said it BECAUSE WE’RE ON THAT HIGHWAY WITH EVERYONE ELSE. would spend roughly $40 billion during the 25-year contract to construct, run and maintain the network. Fifty-six states and territories, and Washington, D.C., joined FirstNet by late 2017, with a few meeting but available to commercial subscribers “Because this is public safety, it is treated the opt-out deadline with just days to spare. at all other times. Pre-emption achieves at a much higher level from a security This March, FirstNet launched its core priority, literally displacing commercial and reliability standpoint,” said Agnew. network in a controlled introduction to a traffi c in a crisis. A growing number of Verizon’s network also off ers priority, limited customer base. Rival Verizon also FirstNet-certifi ed devices undergo a unique pre-emption and heightened security to said its competing core network, entirely certifi cation process of around 3,500 tests its members, according to Nicholas Nilan, self-funded, would be “generally available” aimed at verifying higher security and the company’s director of product devel- to all members. Often left unsaid is the fact reliability before being approved to accept opment for the public sector. But rather that, regardless of state-level participation, network SIM cards, according to Scott than keeping fi rst responders in a “certain individual local fi rst responder agencies Agnew, AT&T assistant vice president of spectrum class,” Verizon off ers them retain the option to join either network product marketing for the public sector. access to the entirety of its network. A 2015 or none. By late July, more than 1,500 While the network currently has just study led by the RAND Corp. affi rmed public safety agencies had joined FirstNet, a “handful” of Band 14-enabled devices, the “emergence of a future broadband enabling more than 110,000 connec- that number is expected to rise. To date, network” that would let law enforcement tions — with the adoption rate doubling Band 14 has been added to more than 2,500 “seamlessly and securely communicate from April to June. Verizon has declined sites nationwide and is live in 40 states. over whatever local point of access is the to release exact subscriber numbers. AT&T plans to add Band 14 to more than best fi t.” Nilan underscored that point, The communication landscape for fi rst 10,000 additional locations, and it’s seen emphasizing Verizon’s mission to meet a responders and law enforcement is still being as key to closing gaps in rural coverage. tremendous need for interoperability. redefi ned by the arrival of these broadband networks, with signifi cant questions around what they could ultimately look like, when the large-scale transition will occur and how agencies should accomplish it. Critical communication has unquestionably been improved by these national systems, according to fi rst responder association offi cials who have fi rmly endorsed FirstNet. However, with roughly 18,000 law enforcement agencies in existence nationwide, it’s clear the vast majority have not yet joined either FirstNet or Verizon. A key reason is that while police, sheriff s and re-fi fi ghters in the same jurisdictions today may all still use diff erent, noncompatible communications systems, emergency personnel are traditionally cautious about relinquishing devices that have been proven to work. A dedicated network will allow FINDING THE BEST FIT fi rst responders to FirstNet’s two linchpin attributes pre-empt commercial are priority and pre-emption. Priority communications traffi c, guarantees fi rst responders’ traffi c will take providing faster, precedence over any commercial traffi c on more effi cient response. Band Class 14, the spectrum that’s exclusive

to FirstNet members during incidents FLICKR/FIRSTNET

42 September 2018 // www.govtech.com

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“The question remains, and the goal on its current carrier. For now, the county But offi cials in Wake County, North remains, to provide interoperability is piloting the network on fewer than 10 Carolina’s second most-populous county at across multiple levels between networks, cellphones and in-vehicle computers. more than 1 million residents, are gearing up between commercial carriers, and that “To me, the real test is going to be when to migrate from Verizon to FirstNet during requires commercial carriers coming to things get really hectic and really busy the next 12 to 18 months, citing an increasing the table to discuss interoperability and — and a commercial wireless network reliance on mobile broadband data connec- make sure that we all align on it,” he said. provider typically gets busy because we’re tivity, and FirstNet’s ability to provide it on Eddie Reyes, chairman of the Commu- on that highway with everyone else,” said a dedicated spectrum. In an email, Wake nications and Technology Committee at Reyes. “We don’t have pre-emption and County’s Information Technology Director the International Association of Chiefs of priority on our wireless carrier whereas, of John Higgins and Jon Olson, the county’s Police and an executive fellow at the Police course, with FirstNet, it’s going to be tested EMS deputy director and chief of support Foundation, explained that law enforce- if we’re going to have a higher level of resil- services, described connectivity as “mission- ment communication systems remain frag- iency, once a major emergency happens.” critical,” pointing out that by late 2019, the mented nationwide and described police, county intends for every fi rst responder fi refi ghters and paramedics as cynical and unit to be able to exchange data with the “not likely to let go of technology they WHAT HAPPENS WHEN A Raleigh-Wake Emergency Communica- trust when a new thing comes along.” DEPARTMENT ADOPTS IT? tions Center and agency public safety apps. FirstNet, said Reyes, “really hasn’t been HOW DO YOU COMMUNICATE? “As demand on wireless networks driven around the block enough times yet, HOW ARE OFFICERS GIVEN increases based on expanded use of it hasn’t proven itself,” prompting offi cials EQUIPMENT? HOW DO current technology and the implemen- to take a “toes-in-the-water approach as THEY USE THE VOICE AND tation of emerging technologies for opposed to a head-dive approach.” That’s TEXTING AND DRIVING TO public safety, so grows the need for a fi rst the case in Prince William County, Va., A CALL? THERE ARE JUST responder-only ‘information highway’ where Reyes is director of the Offi ce of PRACTICAL ISSUES. that a dedicated broadband network Public Safety Communications. The county will provide,” said Higgins and Olson. has compared FirstNet-enabled devices Tom Jenkins, president of the Interna- “side-by-side” for about 30 days with those tional Association of Fire Chiefs and fi re

www.govtech.com // September 2018 43

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chief for Rogers, Ark., agreed that FirstNet has “spectrum real estate” in Band 14, and characterized its provider AT&T as “genuine with caring” about members. While he believes all fi rst responder disciplines are important, Jenkins pointed out that fi refi ghters, with their varied assign- ments, have a need for improved access to online information that is “tough to rival.” Rogers, a city of nearly 70,000 in northwestern Arkansas, has upgraded all accounts from AT&T to FirstNet in what it considers a cost-eff ective move. Not all fi re personnel are on the core yet, but those who are got their fi rst real demonstration of the network’s potential during a Fourth of July fi reworks show. With residents actively sending and receiving photographs, texts and video, the fi re chief said his staff saw a clear diff erence in latency between its smartphones, which were FirstNet- enabled, and its iPads, which were not. While voice communications are generally considered most important to Rogers and Wake County, both local agencies view being able to send and receive large amounts of data as increasingly vital. “It’s an exciting time to be able to solve FLICKR/FIRSTNET what is probably the most critical element of using data in a public safety environ- “made the case for this dedicated spec- and the University of Denver, also ment, and that’s reliability and redundancy, trum,” meaning Band 14. PERF Executive emphasized the need to be able to “make and for them to have that priority,” said Director Chuck Wexler called FirstNet sense out of all the new data.” The top Jenkins. He pointed out that interoper- “the culmination of what many in law 10 needs the study identifi ed for law ability could be an Achilles’ heel going enforcement had been asking for.” He enforcement broadband communications forward. To ensure connectivity during and PERF’s chief operations and strategy included guidance on acquiring, managing peak times of usage, AT&T and Verizon also offi cers agreed FirstNet will likely help and using “mixtures” of technologies; off er portable wireless towers known as overcome the communications diffi culties processes and procedures to help COLTs and COWs (Cells on Light Trucks of 9/11, but said challenges around adop- public safety answering point (PSAP) and Cells on Wheels, respectively) to boost tion policies, equipment rollouts, and usage employees “prioritize incoming data”; bandwidth at large events like the July remain as agencies move to join FirstNet. and concepts, policies and procedures Fourth celebration on the National Mall. “What happens when a department for mutual aid networks in a “post land- Recently, FirstNet launched its fi rst such adopts it? How do you communicate? How mobile-radio/FirstNet/broadband era.” dedicated resource, the Satellite Cell on are offi cers given equipment? How do It’s important for local governments to Light Truck (SatCOLT), which was utilized they use the voice and texting and driving be aware of their transition process onto to keep public safety offi cers connected at to a call? There are just practical issues. a dedicated broadband network, the costs a July Fourth celebration in Chino, Calif. A lot of policing is a word-of-mouth kind for a “full life cycle,” and to avoid buying of enterprise in which people will look technology “because it sounds cool,” said MEETING TOP NEEDS? to hear what’s working and what isn’t,” John Hollywood, the study’s project leader. Offi cials at the Police Executive Wexler said. PERF will host a meeting for “Go into that with a sense of what you plan Research Forum (PERF) in Washington, early adopters in September to hear their to do with the FirstNet devices in terms of D.C., a research think tank on policing, impressions of FirstNet and will compile improving response, improving ongoing said their group hosted a March 2010 case studies based on their experiences. both day-to-day responses and large-scale meeting for stakeholders, including the The 2015 RAND study, done in communications. We tell people, ‘Go in Federal Communications Commission, that conjunction with PERF, RTI International with use cases, go in with a plan.’”

44 September 2018 // www.govtech.com

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WEST REGION SOUTHWEST REGION

LEADERSHIP CATEGORY LEADERSHIP CATEGORY Dante Ramirez Michael Parks Principal Accountant Deputy Executive Director for the Los Angeles County Metropolitan for the Brazos Valley Council Transportation Authority of Governments, Texas

OPERATIONS CATEGORY OPERATIONS CATEGORY Regional Streetlight Program Fort Bend County Levee Improvement Western Riverside Council of Government District No. 2, Texas

CITIZENS CATEGORY CITIZENS CATEGORY Flood Early Warning System GPS.MyGovernmentOnline San Francisquito Creek Joint Powers Authority South Central Planning and Development Commission, Louisiana

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GT18 AD SpecialDistricts Winners #1.indd 1 7/12/18 9:30 AM

Spyware. Malware. Adware. It’s difficult to know where, or ware, to begin.

Cyberattacks are as real and often as criminals were seeking to extort into the district’s server and took common as someone stealing mail money from school districts and names, Social Security numbers, right out of a mailbox. Unfortunately other educational institutions on the and addresses. Files for more than in a world with a perpetual increase threat of releasing sensitive data from 15,000 people were downloaded. in technology and online private data, student records. The alert also noted Of that number, 478 files were so follows the risk of having highly that, in certain instances, hackers opened, providing complete access confidential information stolen. have threatened violence, shaming, or to individuals’ private data. In the bullying students until they are paid same month, 2,800 current and In a proactive approach, Sourcewell the ransom. former Bloomington Public School (formerly National Joint Powers employees were robbed of tax forms Alliance) recently collaborated with Specifically in Minnesota -- in a phishing scam. all Minnesota service cooperatives to Sourcewell’s home state -- schools research and provide a way to help have already been the victims “This is very real,” says Donovan. protect members -- within Minnesota of cyberthreats and attacks. In “It’s not just about hackers in and beyond -- from cyberattacks. December 2016, leaders at Spring hooded sweatshirts living in their Lake Park Schools said the district grandparents’ basement. This can Ryan Donovan, manager of was the victim of a ransomware be accidental stuff, like clicking on a insurance and employee benefits at computer virus attack designed phishing email. Any device carries a Sourcewell, said this was a first-of- to extort money in exchange for liability.” its-kind collaboration among service regaining access to its hacked cooperative entities to work toward computer system. To address the increasing occurrence a common solution for a growing of cyberattacks on school districts problem. In February 2017, the South and municipalities, the consortium Washington County school district of Minnesota service cooperatives Just last October, the U.S. was forced to tighten security after created a powerful tool to help Department of Education alerted a high school student hacked protect members of all sizes. schools of a cyberthreat where

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Securing Schools School districts and local law enforcement are seeing the need to meld security eff orts. By Jim McKay / Contributing Editor SHUTTERSTOCK.COM

s school districts intensify their That approach seems to have been schools. Each district has its own contract focus on campus safety and secu- placed on a fast track, at least in some with the resource unit that can include A rity, the role of local law enforce- jurisdictions, after the shooting that killed training, offi cer access to video surveil- ment is changing. From providing real-time 17 at Marjory Stoneman Douglas High lance cameras and off -hour response to access to surveillance videos to shared School in Parkland, Fla., in February. problems like social media threats. trainings, messaging systems, two-way chat “Parkland hit home for a lot of school There are up to 10 offi cers who are ready dialogs and providing school resource offi - districts,” said Sgt. Kynrick Koralewski, to respond at any time, even during the cers, an intense collaboration is emerging. with the Fort Worth, Texas, Police Depart- middle of the night if there is a threat, such Police are no longer just responders. ment, assigned to the School Resource as on social media. Offi cers take all social They’re increasingly becoming partners. Unit. “There’s defi nitely been more media threats seriously and begin investi- “There’s no way [a school district] can do change than anything else I’ve seen.” gating immediately, contacting the school it alone,” said Gary Sigrist, CEO of Safeguard This year, the Moses Lake School District district and parents. A home visit and a chat Risk Solutions, a security consultant. “Nor in Washington state deployed a SafeSchools with the parents and the student may lead can you let law enforcement come in and say, Alert website where district offi cials can get to a search of the home where any weapons ‘This is how you’ll do it.’ Both are bad ideas.” anonymous tips reporting threats, harass- may be confi scated, and other appropriate After the Sandy Hook Elementary ment or other safety concerns. The city of action can be taken to eliminate the threat. School shooting that killed 26 in 2012 in Brewer, Maine, is deploying a desktop and The Fort Worth Police Department Connecticut, the departments of Home- mobile application allowing two-way chat has access to video feeds at its Real Time land Security and Education published a between police and school administrators Crime Center and offi cers can view live report about the importance of collabora- and teachers; and in Fort Worth, schools video from their phones and laptops. Any tion between fi rst responders and schools. and law enforcement are ramping up shared information gleaned from video feeds The report said schools should develop surveillance, and law enforcement has started can be immediately transmitted to offi - Emergency Operation Plans with the help following up on leads with home visits. cers on the street, along with fl oor plans of the local fi rst responder and emergency and other intelligence about many of the management community. “There is a need Asking for help schools. The police department is already to help ensure that our schools’ emergency The Fort Worth Police Department talking about incorporating facial recogni- planning eff orts are aligned with the emer- School Resource Unit consists of 67 offi - tion into the surveillance systems as well. gency planning practices at the national, cers and monitors fi ve school districts, “Since Parkland, we’ve gotten a lot state and local levels,” the report reads. including the Fort Worth District’s 143 better at working with the school districts

48 September 2018 // www.govtech.com

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SHUTTERSTOCK.COM the districts and police is a familiarity administrators. The biggest beneﬁ t that [email protected]

www.govtech.com // September 2018 49 EVERYTHING YOU NEED TO STA RT YOUR DAY. GovTech Today Original and breaking technology news for state and local government readers. Sign up today at govtech.com/newsletters

GT09_20.indd 49 8/15/18 12:09 PM

DOES IoT INCREASE OR DECREASE SECURITY RISKS?

say IoT makes their BUT 26% say IoT makes their 23% agency MORE SECURE. agency LESS SECURE.

“The assumption that IoT will make agencies more secure or less secure really depends on how it is used and the related controls that are put in place. IoT is still emerging — and the security and privacy issues regarding it go beyond traditional web security.” – JOE IANELLO, CIO, CAPITAL METROPOLITAN TRANSPORTATION AUTHORITY, AUSTIN, TEXAS

IS IoT IMPORTANT NOW — OR SOMETHING FOR THE FUTURE?

30% say IoT is a buzzword that BUT say they are ALREADY BUYING DOESN’T MEAN MUCH YET. 42% IoT technologies.

“IoT isn’t a ‘thing of the future’ when you consider all of the sensors, meters, communication devices, cameras and even consumer appliances that already are being connected. It’s important to acknowledge the explosion of connected devices and understand that they present opportunity and interject inherent risks.” – KAREN JACKSON, FORMER SECRETARY OF TECHNOLOGY, COMMONWEALTH OF VIRGINIA

PRODUCED BY: The Center for Digital Government is a national research and advisory institute focused on technology policy and best practices in state and local government. The Center provides public- and private-sector leaders with decision support and actionable insight to help drive 21st-century government. The Center is a division of e.Republic, the nation’s only media and research company focused exclusively on state and local government and education. www.centerdigitalgov.com

The Internet of Things (IoT) is arriving faster than many government officials realize. The Center for Digital Government surveyed 158 state and local government IT decision-makers to understand how they’re approaching IoT. Their answers reflect uncertainty around deploying and securing this promising new technology.

WILL IoT IMPROVE CITIZEN SERVICES?

Only 46% say improving citizen services BUT 16% perceive IoT as a quality is the top DRIVER FOR IoT. IMPROVEMENT to citizen services.

“States are doing significant work with IoT for environmental and infrastructure monitoring, transportation systems and public safety. TheseBUT efforts benefit citizens, but they aren’t the showy front-end applications for IoT that are used in the consumer space, so they tend to not be noticed as much by the public.” – BOB WOOLLEY, FORMER CHIEF TECHNICAL ARCHITECT, UTAH DEPARTMENT OF TECHNOLOGY SERVICES

ARE AGENCIES INADVERTENTLY CREATING IoT SILOS?

say BUILDING COMMUNITIES BUT Only are procuring IoT technologies as 52% OF THE FUTURE requires the 4% part of a holistic, ENTERPRISE- elimination of agency silos. WIDE EFFORT.

“Current IoT implementations are aimed at solving specific problems, which is typical for new technologies. The challenge now is to find where there needs to be an enterprise approach and create mechanisms for sharing data, infrastructure and costs across agencies.” – TERI TAKAI, FORMER CIO OF CALIFORNIA, MICHIGAN AND THE U.S. DEPARTMENT OF DEFENSE

SPONSORED BY: Every day you seek innovative ways to connect the unconnected in your communities. But budgets, staffing limitations, and outdated infrastructure are proving a challenge. At Cisco, we understand, and can partner with you to implement IoT strategies to meet these challenges, and more, including unifying data from sensors and devices throughout your communities into a single platform. All while working to keep agency and private citizen data secure. Cisco is already helping governments like yours develop a strategic and holistic approach to IoT. And together we’re empowering greater opportunities, security, and resilience that enhances quality of life in their communities. Now it’s your turn. Learn more at cisco.com/go/SLG.

Despite criticism that has plagued Uber over how it pays drivers and the practices of former CEO Travis Kalanick, the ride- 10B sharing company hit a milestone of 10 billion trips and deliveries on (A)I SEE DEAD PEOPLE: June 10. That includes Researchers at Warsaw University in Poland 173 rides in 21 countries have developed AI with a sixth sense: the that all started at 10:12 ability to tell the diff erence between iris scans p.m. GMT that day to from living and dead people with 99 percent accuracy. As iris scans become a more common push Uber’s total rides method of biometric identifi cation — much like over that impressive the fi ngerprint used to unlock an iPhone — the number. The company’s potential for identity theft via the eyes of the main U.S. competitor, dead is not merely the stuff of fi ction. That means that this new machine learning algorithm Lyft, announced it had could potentially become a futuristic crime- hit 500 million trips in fi ghting tool, stopping bad actors from stealing October 2017. personal information from the dead. SOURCE: TECHCRUNCH SOURCE: ENGADGET

4,000: As cities and counties across the country install fi ber-optic cable to increase Internet speeds and improve access for residents, it’s likely the impacts of climate change aren’t on government’s mind — but maybe they should be. According to a recent study presented at the Applied Networking Research Workshop in Montreal, rising sea levels mean more than 4,000 miles of fi ber could be under- water in just 15 years, aff ecting connectivity for millions of residents living along the coasts. The study’s authors hope their fi ndings will serve

as a wake-up call that steps must be taken now to ensure our ability to communicate online doesn’t deteriorate by 2033. SOURCE: EARTHER

Send Spectrum ideas to Managing Editor Lauren Harrison, [email protected]

52 September 2018 // www.govtech.com

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Data Disconnect Data-driven government is most eff ective if it tracks with residents’ lived experience.

his is the story of a university average. The reader response was swift, engagement and storytelling. This Seattle professor, a blogger and a journalist, angry and clear: “Don’t tell me what it’s case demonstrates what happens when Teach part of a larger narrative like to live in my neighborhood.” Data data doesn’t map to lived experience. about the intersection of crime statistics refl ected reality — just not their reality. It Data is authoritative, but its legitimacy and fear. Once it came together, the police prompted Balk to write a follow-up column can easily be called into question. It helps department and city council wanted to to more fully capture the lived experience policymakers and planners see deeper and operationalize it. But fi rst it got messy. that was not evident in the numbers. more broadly into the life of the city. Data is At issue is that residents in a number The survey fi ndings were also the subject helpful in operations, planning and politics. of Seattle neighborhoods think crime is of a hearing before the city council. The Analytics can surface correlations that much worse than it is. The results of a professor who led the study explained would have otherwise remained unknown. Seattle University survey asking 6,454 city the disconnect between data and the Civic engagement is the result of asking residents about perception of public safety lived experience as the manifestation of questions of the people who live and work found that in Ballard, a neighborhood in the an angry bit of Mean World Syndrome, in a particular place. Methods vary in their northwestern part of the city, fear of crime a phenomenon through which violence- rigor and results vary in their usefulness. ranks higher than most of the 59 Seattle related media content makes consumers Then there is storytelling. This is not neighborhoods covered by the survey. The believe that the world is more dangerous a strong suit of most public agencies, My Ballard blog published these numbers, than it actually is. It didn’t help that leaving constituents to their own devices and the story caught the attention of Seattle neighbors were frustrated with slow police to make sense of what is going on. Eff ective Times columnist Gene Balk, who followed responses, and by their own accounts, storytelling — not necessarily in the up by comparing the numbers from Seattle many residents had stopped reporting journalistic sense — provides a narrative University’s fear-of-crime scale with actual crime, casting a pall on the legitimacy about which people may argue, but at crime rates for Seattle neighborhoods, of the survey data. The Seattle Police least lays out a common fact pattern. which he calculated by using Seattle Police Department told the City Council the Many public agencies do well to get Department crime data and population contextualized data was helpful. For its one of these elements right; the lucky estimates from the U.S. Census Bureau. part, the council wanted to know more ones get two. But if policy decisions are Balk’s analysis found several about what made residents fearful. to be trusted in an era of data-informed neighborhoods where fear was higher There are a number of elements government, then government needs to get than average and crime was lower than in play in stories such as these: data, good at doing all three well, every time.

Paul Taylor is the chief content officer of e.Republic, Government Technology’s parent company.

www.govtech.com // September 2018 53

GT09_54.indd 53 8/16/18 9:08 AM

With Katie Gaston, Product Manager for Laserﬁ che Cloud

igital transformation has produced dramatic improvements in the private sector. Now the Dpublic sector is primed to embark down the digital path. But what is the best way for a government agency to achieve digital transformation? Q: What types of cost savings can be realized In this Government Technology Q&A, Katie Gaston, from automated business processes? product manager for Laserﬁ che Cloud, discusses Agencies can realize the biggest savings by reducing how governments can simplify and accelerate digital employee time spent on manual tasks, including searching transformation with cloud services. for paper documents. Automating the routing and ﬁ ling of digital documents further increases productivity. Agencies may also avoid costs by reducing the risk that sensitive Q: Where do most state and local governments information is managed incorrectly. stand today in terms of digital transformation?

Most organizations go through multiple phases when they Q: Why haven’t more government processes transform business processes with digital content and technology. been automated? Initially they convert paper documents and forms into electronic ﬁ les for digital access, processing and archiving. Once documents Once documents are digitized, it’s easy to see the are digitized, it’s easier to organize, categorize and manage potential for automating the agency’s business information in a secure, central location. Electronic documents also processes. Many large and mid-sized public sector make it possible to automate business processes and workﬂ ows. organizations are looking at how they can move toward As processes are automated, the organization can streamline automation. These organizations typically begin by operations on a larger scale. The agency can also apply analytics looking at existing systems and tools. However, those to identify ways to improve processes and better align them solutions often can’t scale to handle high-volume with business activity and citizen services. documents and transactions. Most state and local governments today are still focused Another challenge is many legacy systems don’t meet on digitizing documents and adopting a content management regulatory requirements for protecting digital information. As system. But that work establishes a foundation for automated a result, the organization starts looking for new document business processes. management and automation solutions.

GT18 Q&A Laserfiche_DC.indd 2 8/13/18 1:47 PM

THE DIGITAL TRANSFORMATION MODEL

1 2 3 4 5

Digitize Organize Automate Streamline Transform Departments Content Processes Processes Processes

Q: What are the benefi ts of cloud-based Q: What factors should a government agency digital transformation? consider when choosing a cloud-based business The benefi ts of digital transformation in the cloud include reducing process automation solution? costs, eliminating the support burden of in-house infrastructure, and gaining fl exibility and scalability to handle more data and deliver Evaluate both the automation solution and the underlying cloud more services. The cloud also provides users with secure mobile platform. For the automation solution, look at automated document access to applications and data. fi ling capabilities and whether the system can handle automated When considering the move from an on-premises system approval routing. The way in which the solution integrates with to a cloud solution, it’s important to create a comparative business applications for consistent and single-source information ROI analysis. For an internal system, look at capital costs for is also important. And of course, you’ll want a system that offers expanded infrastructure and the operational costs of maintaining process automation supported by robotic software. it. For a cloud solution, evaluate the system implementation as a For the cloud platform, ask about the cloud vendor’s compliance service offered on a public cloud, in a hybrid private/public cloud certifi cations, especially for data security. Look at the guarantees or in a private cloud. specifi ed in service-level agreements (SLAs) and the vendor’s application uptime metrics. Ask how the content management system is implemented in the cloud: Can it take advantage of cloud Q: How will moving business processes elasticity and scalability in a way that will meet your organization’s to the cloud help prepare government changing needs? for future trends?

Robotic software is the future of digital because of its power to Q: How can governments make a successful automate repetitive and routine tasks. We’re already developing transition to business process automation in bots to handle document workfl ow tasks in Laserfi che products, the cloud? which will free up time for higher-value work. Bots can also make government information more transparent Choose which use case to validate fi rst, along with the right and easier to access. For example, when documents are stored stakeholders to involve. To encourage adoption, cultivate employees in the cloud, routine public records requests can be handled who can become automation champions within their department automatically by a bot. and give them the training and tools to be effective. Bots will also allow users to automate some of their own processes instead of submitting requests to IT. The organization benefi ts from accelerated digital transformation and IT benefi ts from a reduced programming workload.

Laserﬁ che pioneered document management technology in 1987 and is now used by a majority of America’s top digital governments across the enterprise to lower administrative costs, enhance service delivery, protect sensitive information, promote transparency and achieve regulatory compliance. www.laserﬁ che.com/solutions/state-local-government/

GT18 Q&A Laserfiche_DC.indd 3 8/13/18 1:47 PM

SHAKEUPS IN WASHINGTON STATE At the beginning of June, veteran cybersecurity leader Agnes Kirk retired as CISO of Washington after a multi- decade career in state government. While her deputy CISO Phil Davis assumed the role in an interim capacity, he too left the position in mid-July. This leaves both the CISO and CIO roles unoccupied — interim CIO Rob St. John retired in Peter Ambs Departs June as well — but Davis said the organization will ﬁ ll out its Albuquerque for Phoenix KIDD DAVID leadership ranks in the coming months. After seven years with Albuquerque, CIO Peter Ambs left the city in early New Mexico CIO Steps Down June to take up the role of deputy CIO in Following a long tenure as the state’s top technology offi cial, Phoenix alongside CIO Matthew Arvay. Darryl Ackley left his post at the end of August to rejoin A Government Technology Top 25 Doer, the New Mexico Institute of Mining and Technology Dreamer and Driver for 2018, Ambs as CTO at the Institute for Complex Additive Systems led Albuquerque as it emerged as a nationwide leader in smart city projects. Analysis, where he previously served as assistant director. A replacement has not yet been named. Department of Information Technology Deputy Secretary Estevan Lujan will serve as acting cabinet secretary.

Cook County, Ill., Makes Two Major Hires Following the departure of CIO Simona Rollinson in mid-June, Cook County, Ill., made two major tech hires. Dessa Gypalo, previously director of data services at campaign tech provider NGP Van and at EveryAction, a company specializing in resources for nonproﬁ ts, was brought on as the county’s inaugural chief data offi cer. Later in June, Cook County Board President Toni Preckwinkle nominated the agency’s Deputy CIO Tom Lynch as its next CIO. The appointment was conﬁ rmed in late July. With Cook County since 2014, Lynch led the implementation of a new enterprise resource planning system that spans multiple departments.

NEW JERSEY Montana HIRES FIRST CHIEF Appoints New CIO INNOVATION OFFICER Gov. Steve Bullock announced in In August, New Jersey Gov. Phil Murphy announced early July that he had appointed Longtime Delaware the appointment of Beth Simone Noveck as the Tim Bottenfi eld, whose public- Security Chief state’s fi rst-ever chief innovation offi cer. Noveck is sector IT background spans 30 Retires After 22 years with the founder and director of The Governance Lab at New years, as Montana’s new CIO (see state, and 13 as chief security offi cer, York University Tandon School of p. 12). Bottenfi eld joins the State Elayne Starkey retired at the end Engineering, and previously served Information Technology Services of July. Delaware CIO James Collins as the fi rst U.S. deputy CTO. She Division from the position of will serve in the position in an interim was also director of the White CIO of the state Department of capacity during a nationwide search House Open Government initiative Revenue, and replaces former

DELAWARE DEPARTMENT OF TECHNOLOGY AND INFORMATION OF TECHNOLOGY DEPARTMENT DELAWARE for a permanent replacement. under the Obama administration. state CIO Ron Baldwin.

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NORTH DAKOTA Alaska Adds Innovation Officer to Its Ranks BOLSTERS Jason Schneider, who started work in May for Alaska’s Offi ce of Information Technology, has been appointed to the position of the state’s fi rst chief innovation offi cer. He will report to one IT LEADERSHIP of fi ve chief technology offi cers in OIT, which is overseen by state CIO Bill Vajda. In July, North Dakota announced two new C-level hires for its IT Department. Julie Cabinaw was named the fi rst chief reinvention offi cer, while Duane Schell is the CIO of Fulton County, Ga., Departs state’s inaugural chief technology offi cer. After three years in the position, Sallie Wright, CIO of Georgia’s most populous county, North Dakota also seeks a chief data offi cer, stepped down Aug. 3. Fulton County CFO Sharon Whitmore will oversee the Department of and together the three positions plan to Information Technology while the agency searches for Wright’s replacement. transform government via technology and improve how citizens interact with the state.

CDO Hired for Virginia LONG BEACH, CALIF., NAMES NEW Following the passage of legislation that DIRECTOR OF TECHNOLOGY created the position earlier this year, Virginia now has its ﬁ rst chief data offi cer in Carlos AND INNOVATION Having served as interim director of the department since Rivero. Appointed at the end of July by January, Lea Eriksen in June offi cially assumed the role of Gov. Ralph Northam, Rivero has experience director of technology and innovation for Long Beach, Calif. in both academia and government, having Eriksen arrived at City Hall four years ago and, said City Manager most recently served as the CDO and Patrick West in a press release, “From overseeing multi-billion- chief enterprise architect for the U.S. dollar budgets to managing critical projects for the city, she has DOT’s Federal Transit Administration. excelled, and always puts the needs of our community ﬁ rst.”

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Finding the Funny Humor can be a useful tool for generating social media engagement for government.

“ ee you in the funny pages!” Several government agencies have I remember my grandpa cracked the code in terms of eff ectively Sfrequently using this good- incorporating humor in their mainstream natured colloquialism when saying social media activities and striking a goodbye to friends and family. It referred balance between the funnies and getting to a time when comic strips, a.k.a. “the important government business done. funnies,” were published in the back of A quick look at the Lawrence, Kan., printed newspapers. Everyone fl ipped Police Department’s Twitter profi le reveals to the back of the paper to follow their why it’s known for its use of humor. Hats favorites with each new issue. off to LKPD Offi cers Drew Fennelly and Viral humor on today’s social media Derrick Smith for continually raising the might be a close equivalent to yesterday’s bar for government humor. Not many funnies. We not only share these witty agencies can say they’ve earned over half posts and clever burns with our friends a million interactions on one tweet alone. and family, we also intentionally follow In real life, their department is recognized, profi les that consistently use humor. and even defended to outsiders, by citizens Humor is a legitimate tool for earning a as a direct result of its Twitter style. social media following, and the benefi ts Growing your online reach and of funny posts go well beyond simply getting positive public sentiment are getting one-time social media shares. both important goals. But what about Brands such as Wendy’s maintain a loyal using humor to actually get people to following online, entirely derived from do something? A classic example of a the tone of their social media presence. humorous post getting people to take For example, in June 2018, IHOP action — in this case, apply for a job (the International House of Pancakes) opening — is a January 2018 tweet by the temporarily changed its Twitter handle city of Los Angeles, pictured here. The to IHOb to publicize its new response was resounding, and gave the burger menu off erings. When city a new avenue to create engagement Kristy is known as “GovGirl” a fan tweeted this news to around employment opportunities. in the govern- Wendy’s, its hilarious burn If you’re anything like me, you continue ment technology industry. A former — “Not really afraid of the to follow these profi les to see what these city government burgers from a place that agencies will think of next. And maybe Web manager with a passion for social decided pancakes were too I’ll see you in the funny pages ... media, technology hard” — was widely praised and the lighter side of government life, on and off social media. Kristy is the CEO But does humor work of Government Social Media. for government? Absolutely.

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A Case Study | The ‘Gig Intelligent Jail Economy’ for Management Streamlining the MOVING Government: Unlocking the Power of Data Response to Public It’s Not What TO AGILE You Think For state agencies straining to fill Records Requests professional positions with qualified employees, the nation’s vast workforce offers an invaluable resource. How La Plata County uses prebuilt process templates to Many state and local officials now see agile methodology as the fuel for making government automate document gathering and request management run faster, better and more transparently.

Snapshot: La Plata County Using Laserfiche to create online forms and automate workflows is a significant part of the county’s initiative to mitigate declining tax revenues by reducing Location: Southwestern Colorado direct costs and working with leaner operations. Population: 55,000 “Laserfiche helps us increase our capacity to get work done, even in times FY 2017 Budget: $77 million of tight budgets,” says Mike Hawkins, enterprise content analyst. The improvements gained from process automation are instrumental to the county’s goal of saving $1 million in hard and soft costs in FY 2017 and All too often, fulfilling a public records request means carrying paper around to its Innovate La Plata initiative, a program that empowers staff to think from department to department because it’s the fastest and easiest way differently about their work in order to streamline processes, save money to assemble all the right documents. And because one employee typically and improve their job satisfaction. serves as the response coordinator, deadlines could be missed when that person takes time off. Incarceration is one of the costliest components of the criminal justice system.1 And even Meeting Deadlines, Reducing Work though jails and other detention facilities are 24/7 data factories — generating volumes of information This was the challenge for La Plata County, Colo., where state law requires HIV\[VќLUKLYZIVVRPUNOV\ZPUNOLHS[OJHYLJVYYLJ[PVUHSVѝJLYZHUKTVYL·THU`HYL\UHISL[V a response to records requests within 72 business hours. OHYULZZ[OH[KH[H[VOLSWJVU[YVSJVZ[ZHUKTHUHNLMHJPSP[PLZLќLJ[P]LS` When a public records request is entered into La Plata’s Laserfiche system, “The 72-hour response requirement is a tight timeline and requires everybody the automated workflow starts freeing up county employees’ time by: to be on top of things because the legal implications for not meeting • Tracking the status of required actions for each department and )\ZPULZZPU[LSSPNLUJLZVS\[PVUZLUOHUJL[OL]HS\LVMKH[HI`WYV]PKPUNJSLHYHJJ\YH[LHUKHJ[PVUHISL the deadline are huge,” says Sarah Jacobson, manager of the county’s automatically sending reminder emails about items due PUZPNO[PU[VÔH[OHZOHWWLULKHUKÔH[»ZSPRLS`[VOHWWLUPUHMHJPSP[`

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